Overview:
As part of our Customer Success organization, the Customer Service Representative is critical to help assure the overall success and satisfaction of customers in utilizing solutions in the TraceLink digital network.
This role requires a unique combination of skills including strong written and verbal communications, problem handling, problem solving, and administration to be successful. The target candidate will have experience working with web applications, monitoring, and responding to customer inquiries, managing customer data, and troubleshooting and solving customer issues.

Responsibilities:

• Review and respond to all incoming customer communications professionally and with a “smile”
• Strong problem analysis skills and ability to work in a fast-paced, high demand work environment
• Ability to cope with varying workload and self manage assigned tasks
• Follow up on customer communications with request for additional information
• Must be detailed oriented – with strong attention to accuracy and problem solving
• Work closely with Primary Technical Support team/Cross functional teams to provide solution to customers in an efficient manner and ensure the highest level of customer satisfaction
• Resolve and/or route issues based on documented operating procedures
• Collaborate with Tier1/cross functional teams for adhoc tasks
• Liaise/support inter-department requirements to increase service level to our customers
• The ability to produce well-written technical documents/playbooks and proactively shares updates received from cross functional teams.
• Share lessons learned and outside experiences regarding technologies, tools, and processes/Best practices
• Flexible and goes the extra mile to provide coverage during team absence
• Provide feedback and recommendations to improve operations
• A willingness to learn new technology
• Send Daily, Weekly and Monthly productivity reports to reporting Manager

Qualifications:

• Previous work experience in supporting SaaS applications
• Strong, customer-friendly communication, attitude, and passion
• Excellent verbal and written communication skills and ability to be assertive
• Highly customer focused and very responsive
• Can do, get it done attitude
• Ability to follow operational processes
• Degree in BSC IT, BE/BETech Computer Science
• 2-3 years working experience as a Technical Support Executive
• Ready to work in a 24X5 and eventually a 24X7 work environment
• Technical Skills: Linux/Unix Trouble shooting, Data parsing, Reading logs, XML, good understanding of Data base SQL/NOSQL, Excel/CSV, Secure CRT
• Working knowledge of Sales Force/Service Cloud, Jira, Confluence
• Good to have skills:
  • Bash/Shell scripting
  • EDI
  • Java scripting
  • ServiceNow