Support Generalist Rightsline

About Rightsline

Job Description

You will be responsible for managing and resolving incoming support tickets, triaging issues, and establishing sustainable relationships with customers through effective communication. Your key responsibilities will include: Ticket Management: - Utilizing software configuration, reporting, and database queries to manage and resolve support tickets. - Categorizing issues based on guidelines and rules. Customer Satisfaction: - Identifying and addressing customer needs to ensure satisfaction. - Building trust through open and interactive communication. Technical Support: - Troubleshooting API issues and assisting customers with requests. - Supporting virtual customer training sessions and webinars. Collaboration: - Working with internal teams to meet customer ticket resolution timelines. - Participating in customer ticket prioritization meetings. Documentation and Knowledge Management: - Providing accurate information using appropriate methods and tools. - Recording customer interactions and assisting with knowledge base article documentation. Skill Set Requirements: - Minimum 1 year of experience in a B2B technical support role. - Preferred educational backgrounds include BCOM, BBA, BA, and MBA. - Proficiency in clear and concise writing, communication, and English language skills. - Strong sense of ownership, adaptability, and familiarity with bug tracking and ticket management software. - Proficiency in Excel, data manipulation, SQL, and database practices. - Excellent communication, customer service, troubleshooting, problem-solving, and analytical skills. - Experience with ticket management systems, software configuration, and building customer relationships. Other Requirements: - Location in Delhi NCR. - Ability to work in various shifts, including UK, EST, and PST time zones. Best of luck with your application!,