Customer Resolution Expert

About the role

As a L2/L3 Support in our Customer Support team, you will be responsible for resolving complex customer issues and complaints that have been escalated beyond the initial support level. You will serve as a point of contact for customers who require additional assistance and ensure that their concerns are addressed promptly and effectively.

What you'll do

• Act as the primary point of contact for escalated customer issues, I-Rated Customer issues and complaints
• Investigate and analyze escalated cases to understand root causes and develop effective solutions
• Collaborate with internal teams, including Technical Support, Sales, and Operations, to resolve customer issues promptly
• Communicate with customers in a professional and empathetic manner to de-escalate situations and provide satisfactory resolutions
• Maintain detailed records of escalated cases, including customer interactions, actions taken, and resolutions achieved

What you need

• 1–3 yrs of experience
• Customer service
• Escalation handling
• Sales
• Problem solving
• BBA

Good to have

• CRM