Client Support Analyst troubleshooting BlueMatrix web applications for investment research and knowledge management. Supporting global clients through portal, email, and phone during ET business hours.
About the role
- Technical Support Specialist assisting customers at Boldr by resolving inquiries and issues effectively. Delivering service excellence and collaborating with teams to enhance user satisfaction.
Responsibilities
- Compose thoughtful, personalized responses to a variety of customer requests
- Triage incoming requests and spot trends in customer issues to flag for the wider team
- Interact with customers to provide and process accurate, valid, and complete information with the highest degree of empathy, courtesy, and professionalism
- Log, manage, and follow up on all customer support tickets
- Perform problem-solving tasks, provide answers to product-related questions and troubleshooting and ensure that issues are properly documented, prioritized, tracked, and resolved
- Perform ad hoc tasks when requested by the client
- Proactively monitor the client’s dashboards and platforms and actively reach out to customers who need extra support with troubleshooting
- Ensure proper and timely escalation of issues to meet internal and external expectations
- Identify opportunities and recommendations for continuous process improvement
- Deliver service excellence and maximize customer service and satisfaction
- Work with the external team to stay updated on product and service knowledge
Requirements
- Curious and authentic, just like us! #beboldr
- An analytical and critical thinker, with an eye for even the most minute of details
- Passionate about client satisfaction
- Proactive and self-motivated
- Strongly interested in learning new ideas, processes, and unique requirements. On top of that, you’re willing to share your skills and talents with the team.
- Amenable to work on rotating shifts
- At least a bachelor’s degree in any field you’re passionate about!
- At least 3 years of working experience in Technical Support is required
- Excellent English communication skills
- Willingness to learn about how networks and IT technology behave and operate
- Basic knowledge of cloud-based applications (Google Drive, Google Sheets, Google Docs) and MS Office applications
- Excellent verbal and written communication skills
- An ability to understand and communicate complex ideas to customers, both verbally and in written form
- Aptitude to quickly learn and navigate new technology, systems, and applications
- Ability to accept feedback gracefully and with an open mind
- Customer orientation and ability to adapt/respond to different types of characters
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