Sequoia Applied Technologies is seeking a motivated and enthusiastic Customer Support Executive to join our team. As a Customer Support Executive, you will play a crucial role in ensuring customer satisfaction and enhancing their experience with our cutting-edge technology. This is an entry-level position suitable for freshers who are passionate about customer service and are willing to learn about emerging technologies. We support a wide range of products range from hosted software applications to EV charging stations.
Responsibilities
As Customer Support Executive at Sequoia, you will be at the forefront of our customer interactions, serving as the first point of contact for clients. You will be responsible for addressing inquiries, resolving issues, and providing top-tier customer service, ensuring the satisfaction and loyalty of our customers.
Customer Interaction: Provide prompt and professional assistance to customers via email, phone, and chat. Address inquiries, troubleshoot issues, and offer solutions to ensure a positive customer experience.
Issue Resolution: Assist customers in resolving inquiries, complaints, and technical issues efficiently and effectively.
Product/Service Knowledge: Develop a deep understanding of our products/services to provide accurate information and solutions to customers. (Training will be provided)
Order Processing: Handle customer orders, process payments, and coordinate with the backend team to ensure timely delivery ordered products or services. Maintain accurate records of customer interactions and transactions. Handle order related queries and support requests.
Documentation: Maintain detailed and accurate records of customer interactions, inquiries, and resolutions. Contribute to the creation of a comprehensive knowledge base for customer reference.
Quality Assurance: Ensure that all customer interactions meet the company's service quality and compliance standards.
Productivity and Efficiency: Meet or exceed established performance metrics, including call handling times and resolution rates.
Team Collaboration: Collaborate with colleagues and other departments to address customer needs and escalate complex issues when necessary.
Continuous Learning: Stay updated on product and industry knowledge to better assist customers and provide them with the most up-to-date information.
Feedback Collection: Gather customer feedback and provide insights to management for continuous improvement.
Shift Flexibility: Be available to work in various shifts, including evenings, weekends, and holidays as required by the contact center's operating hours.
Requirements
Technical skills
Hardware Setup: Configure, install, and maintain computer hardware, including servers, workstations, and peripherals.
Software Integration: Install, configure, and maintain software applications and operating systems, ensuring compatibility and optimal performance.
Knowledge in networking, security, data management etc. helps, but not a pre-requisite.
Benefits