9,934 Customer Escalations jobs in India
Customer Support Manager - Technical Escalations
110048 Delhi, Delhi
₹1200000 Annually
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Posted 1 day ago
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Job Description
Our client is seeking an experienced and dynamic Customer Support Manager to lead their Technical Escalations team. This critical role is responsible for ensuring swift and effective resolution of complex customer issues, maintaining high levels of customer satisfaction, and driving continuous improvement within the support function. You will manage a team of highly skilled technical support specialists, providing guidance, training, and performance management. Key responsibilities include developing and implementing escalation procedures, analyzing support trends to identify root causes of recurring problems, and collaborating with product development and engineering teams to drive product enhancements. The ideal candidate will have a strong background in customer service management, deep technical understanding of the client's products or services, and exceptional problem-solving and communication skills. You will be the point of contact for high-priority customer escalations, ensuring timely and satisfactory resolutions. This role requires the ability to work under pressure, make critical decisions, and effectively manage stakeholder expectations. Developing and maintaining comprehensive knowledge base articles and training materials will also be a key focus. We are looking for a leader who is passionate about customer success, adept at team building, and committed to fostering a culture of excellence in customer support. The ability to effectively communicate technical information to both technical and non-technical audiences is paramount. This is a fully remote position, offering the flexibility to work from anywhere within India, and requiring robust internet connectivity and a dedicated home office setup. The role requires participation in global team meetings and potentially some off-hours support depending on business needs.
Responsibilities:
Responsibilities:
- Lead and mentor a team of technical support specialists.
- Manage and resolve high-priority customer escalations.
- Develop and refine escalation processes and workflows.
- Analyze support data to identify trends and implement preventative measures.
- Collaborate with engineering and product teams to address customer feedback and bug fixes.
- Ensure adherence to service level agreements (SLAs).
- Develop and maintain support documentation and knowledge base articles.
- Drive customer satisfaction initiatives and monitor key support metrics.
- Foster a collaborative and high-performing team environment.
- Stay updated on product knowledge and industry best practices.
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0
Customer Support Specialist - Technical Escalations
208001 Kanpur, Uttar Pradesh
₹350000 Annually
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Posted 6 days ago
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Job Description
Our client is looking for a highly motivated and customer-centric Customer Support Specialist to handle technical escalations within their support team. This role is based in Kanpur, Uttar Pradesh , and requires a proactive approach to resolving complex customer issues and ensuring a high level of customer satisfaction. The ideal candidate will possess excellent communication skills and a strong technical aptitude to effectively troubleshoot and guide users through solutions.
Key Responsibilities:
Qualifications and Skills:
Key Responsibilities:
- Act as a primary point of contact for escalated customer issues, providing timely and effective resolution.
- Diagnose and troubleshoot technical problems reported by customers, utilizing a deep understanding of the company's products and services.
- Guide customers through step-by-step solutions to technical challenges via phone, email, and chat.
- Collaborate with the product development and engineering teams to identify root causes of recurring issues and provide feedback for product improvements.
- Document all customer interactions, technical issues, and resolutions accurately in the CRM system.
- Create and update knowledge base articles, FAQs, and troubleshooting guides to empower customers and internal teams.
- Monitor customer feedback channels and proactively address potential issues.
- Maintain a high level of product knowledge and stay updated on new features and updates.
- Achieve and exceed key performance indicators (KPIs) related to customer satisfaction, resolution time, and first contact resolution.
- Identify opportunities to improve the customer support process and contribute to team training initiatives.
Qualifications and Skills:
- Bachelor's degree in a relevant field or equivalent practical experience.
- Minimum of 2 years of experience in a customer support or technical helpdesk role.
- Proven ability to troubleshoot and resolve technical issues with software or hardware.
- Excellent interpersonal and communication skills, with the ability to explain technical concepts clearly to non-technical users.
- Proficiency in using CRM software and ticketing systems.
- Strong problem-solving and analytical abilities.
- Patience and empathy in handling customer inquiries.
- Ability to work independently and as part of a team in a dynamic environment.
- Familiarity with common operating systems and software applications.
- Fluency in English and Hindi is preferred.
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1
Senior Customer Support Specialist - Technical Escalations
302017 Jaipur, Rajasthan
₹35000 month
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Posted today
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Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic team. This role will focus on handling complex technical escalations and ensuring exceptional customer satisfaction for users in Jaipur, Rajasthan, IN . You will be a critical point of contact for customers experiencing advanced technical issues, requiring in-depth troubleshooting and problem-solving skills. The ideal candidate will possess a strong understanding of customer service best practices, excellent communication abilities, and a proactive approach to issue resolution.
Key Responsibilities:
Key Responsibilities:
- Investigate and resolve escalated customer technical issues via phone, email, and chat.
- Analyze root causes of recurring problems and provide feedback to product development and engineering teams.
- Document all customer interactions, troubleshooting steps, and resolutions meticulously in the CRM system.
- Develop and maintain comprehensive knowledge base articles and troubleshooting guides for internal and external use.
- Mentor and train junior support staff on technical procedures and best practices.
- Collaborate with cross-functional teams, including engineering and product management, to advocate for customer needs and drive product improvements.
- Monitor customer feedback and service level agreements (SLAs) to ensure timely and effective support delivery.
- Stay up-to-date with product updates, industry trends, and competitor offerings.
- Contribute to process improvement initiatives within the customer support department.
- Provide exceptional customer service, building rapport and fostering customer loyalty.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 3-5 years of experience in a customer support or technical helpdesk role, with a proven track record of handling complex issues.
- Strong technical aptitude and troubleshooting skills, with experience in software applications, operating systems, and network fundamentals.
- Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences.
- Proficiency in using CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Demonstrated ability to work independently and as part of a team in a fast-paced environment.
- Strong analytical and problem-solving abilities.
- Experience in mentoring or leading a support team is a plus.
This advertiser has chosen not to accept applicants from your region.
2
Senior Customer Support Specialist - Technical Escalations
560001 Bangalore, Karnataka
₹45000 month
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Posted today
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Job Description
Our client is seeking a highly skilled and empathetic Senior Customer Support Specialist to handle technical escalations and provide exceptional support to our valued customers in Bengaluru, Karnataka, IN . In this role, you will be the primary point of contact for complex customer issues that require advanced troubleshooting and in-depth product knowledge. You will investigate and resolve technical problems, ensuring timely and effective solutions that lead to high customer satisfaction. The ideal candidate has a strong understanding of our products/services and a proven ability to diagnose and fix technical issues across various platforms. You will work closely with engineering and product teams to report bugs, suggest improvements, and contribute to the knowledge base. Excellent communication, active listening, and problem-solving skills are crucial. You will also play a role in training and mentoring junior support staff. This position offers a hybrid work arrangement, combining the flexibility of remote work with the collaborative environment of our Bengaluru, Karnataka, IN office.
Responsibilities:
Responsibilities:
- Handle escalated customer support tickets with advanced technical issues.
- Diagnose and resolve complex technical problems efficiently.
- Communicate technical solutions clearly to customers.
- Collaborate with engineering and product teams to resolve bugs and improve products.
- Document troubleshooting steps and solutions for internal knowledge base.
- Provide timely updates to customers on issue resolution status.
- Train and mentor junior customer support representatives.
- Identify trends in customer issues and provide feedback for product development.
- Maintain high levels of customer satisfaction and retention.
- Participate in team meetings and contribute to process improvements.
- Bachelor's degree in Computer Science, IT, or a related field, or equivalent experience.
- 3+ years of experience in customer support, technical support, or a related role.
- Proven ability to troubleshoot and resolve complex technical issues.
- Strong understanding of software applications and IT systems.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to manage time effectively and prioritize tasks.
- Experience with CRM and ticketing systems.
- Familiarity with hybrid work environments.
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3
Senior Customer Support Specialist - Technical Escalations
201001 Noida, Uttar Pradesh
₹45000 month
WhatJobs
Posted 1 day ago
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Job Description
Our client is looking for a dedicated and experienced Senior Customer Support Specialist to handle technical escalations in a fully remote capacity. This role is crucial in ensuring our customers receive timely and effective solutions to their complex technical issues. The ideal candidate will possess strong analytical skills, a deep understanding of our products/services, and exceptional communication abilities. You will be the primary point of contact for escalated customer queries, working closely with internal technical teams to diagnose, troubleshoot, and resolve issues promptly.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Serve as the primary escalation point for complex technical customer support issues.
- Investigate, diagnose, and resolve challenging technical problems across various platforms and products.
- Collaborate effectively with Tier 1 support, engineering, and product teams to troubleshoot and identify root causes of issues.
- Document all customer interactions, technical issues, and resolutions meticulously in the CRM system.
- Develop and maintain comprehensive knowledge base articles and troubleshooting guides for both internal teams and customers.
- Identify trends in customer issues and provide feedback to product and engineering teams for service improvements.
- Provide exceptional customer service, ensuring high levels of customer satisfaction during all interactions.
- Train and mentor junior customer support representatives on complex troubleshooting techniques and best practices.
- Manage customer expectations and provide clear, concise updates on issue resolution progress.
- Contribute to the continuous improvement of support processes and workflows.
- Ensure adherence to service level agreements (SLAs) for escalated tickets.
Qualifications:
- Minimum of 4 years of experience in customer support, with at least 2 years in a technical support or escalation role.
- Proven ability to troubleshoot and resolve complex technical issues.
- Excellent understanding of customer support best practices and principles.
- Strong analytical and problem-solving skills.
- Proficiency with helpdesk software and CRM systems (e.g., Zendesk, Salesforce Service Cloud).
- Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly.
- Ability to remain calm and professional under pressure.
- Strong teamwork and collaboration skills, especially in a remote setting.
- Experience in the relevant industry (e.g., SaaS, software, hardware) is highly desirable.
- Bachelor's degree in a relevant field or equivalent practical experience.
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4
Senior Customer Support Engineer - Technical Escalations
600001 Chennai, Tamil Nadu
₹60000 Annually
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Posted 1 day ago
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Job Description
Our client, a leading innovator in enterprise software solutions, is seeking a highly skilled and customer-focused Senior Customer Support Engineer to join their dedicated technical support team. This is a fully remote position, enabling you to provide world-class assistance to our global clientele from the comfort of your home office. You will be responsible for handling complex technical issues, providing timely resolutions, and ensuring exceptional customer satisfaction.
As a Senior Support Engineer, you will act as a primary point of escalation for challenging technical problems. Your role involves in-depth troubleshooting, diagnosing intricate software and hardware issues, and collaborating with engineering and product development teams to resolve bugs and implement solutions. You will need to possess excellent communication skills to effectively interact with customers, translate technical jargon into understandable terms, and manage customer expectations. A deep understanding of our product suite and a passion for problem-solving are essential.
Key Responsibilities:
As a Senior Support Engineer, you will act as a primary point of escalation for challenging technical problems. Your role involves in-depth troubleshooting, diagnosing intricate software and hardware issues, and collaborating with engineering and product development teams to resolve bugs and implement solutions. You will need to possess excellent communication skills to effectively interact with customers, translate technical jargon into understandable terms, and manage customer expectations. A deep understanding of our product suite and a passion for problem-solving are essential.
Key Responsibilities:
- Provide advanced technical support to customers via phone, email, and chat for complex software and system issues.
- Diagnose, troubleshoot, and resolve technical escalations in a timely and efficient manner.
- Document technical issues, solutions, and workarounds in the knowledge base.
- Collaborate closely with Level 1/2 support teams, product managers, and software engineers to resolve complex issues.
- Reproduce customer issues in a lab environment to identify root causes.
- Develop and maintain technical documentation, including FAQs, troubleshooting guides, and best practices.
- Participate in on-call rotation to provide 24/7 support coverage as needed.
- Identify trends in customer issues and provide feedback to product development for product improvement.
- Mentor and guide junior support engineers, sharing knowledge and best practices.
- Ensure a high level of customer satisfaction through proactive communication and effective problem-solving.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.
- Minimum of 4 years of experience in technical support, customer service, or a related role, with a focus on complex issue resolution.
- Proven ability to troubleshoot and resolve issues with enterprise software applications.
- Strong understanding of operating systems (Windows, Linux), networking concepts, and database technologies.
- Excellent analytical and problem-solving skills, with a meticulous attention to detail.
- Exceptional communication and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
- Experience working with ticketing systems (e.g., Zendesk, Jira Service Desk) and CRM software.
- Ability to manage multiple priorities and work effectively under pressure in a remote environment.
- Familiarity with scripting languages (e.g., Python, Bash) is a plus.
- Certifications in relevant technologies (e.g., Microsoft, Cisco) are beneficial.
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5
Senior Customer Support Specialist - Technical Escalations
520001 Krishna, Andhra Pradesh
₹500000 Annually
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Posted 1 day ago
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Job Description
Our client is seeking an experienced and empathetic Senior Customer Support Specialist to handle technical escalations for their innovative software products. This fully remote position allows you to provide exceptional support to a global customer base from the convenience of your home office. You will be the primary point of contact for complex customer issues, troubleshooting technical problems, and providing timely and effective resolutions. Responsibilities include analyzing customer inquiries, diagnosing software bugs or usability issues, and collaborating with engineering and product teams to resolve them. You will document customer interactions, update knowledge base articles, and contribute to improving customer support processes. A key aspect of this role involves de-escalating challenging customer situations and ensuring customer satisfaction. The ideal candidate will have a strong technical aptitude, excellent problem-solving skills, and a passion for customer service. A minimum of 3 years of experience in a customer support or technical helpdesk role, preferably within the software industry, is required. Proficiency in troubleshooting common software issues and familiarity with ticketing systems (e.g., Zendesk, Salesforce Service Cloud) are essential. Excellent written and verbal communication skills are paramount, along with the ability to explain technical concepts clearly and concisely to non-technical users. Strong interpersonal skills and the ability to remain calm and professional under pressure are crucial. You should be a self-motivated individual with a keen eye for detail and the ability to work independently in a remote environment. This is a fantastic opportunity to join a growing company and make a significant impact on customer success.
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6
Senior Customer Support Specialist - Technical Escalations
122001 Gurgaon, Haryana
₹65000 Annually
WhatJobs
Posted 1 day ago
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Job Description
Our client, a rapidly growing SaaS company known for its innovative solutions, is seeking a highly skilled and dedicated Senior Customer Support Specialist to manage technical escalations within their fully remote support team. This role is critical for ensuring our users receive timely and effective solutions to complex technical issues. The ideal candidate will possess exceptional problem-solving skills, a deep understanding of our product suite, and a passion for delivering outstanding customer experiences.
Responsibilities:
Responsibilities:
- Serve as the primary point of contact for escalated customer support issues, providing expert technical assistance.
- Diagnose, troubleshoot, and resolve complex technical problems related to our software applications, APIs, and integrations.
- Investigate customer issues thoroughly, identifying root causes and implementing effective solutions.
- Document all customer interactions, technical issues, and resolutions accurately in our CRM system.
- Collaborate closely with engineering, product development, and quality assurance teams to report bugs, suggest product improvements, and contribute to the knowledge base.
- Develop and maintain comprehensive technical documentation, FAQs, and troubleshooting guides for both internal use and customer self-service.
- Provide training and mentorship to junior support staff, sharing technical expertise and best practices.
- Analyze support trends and metrics to identify areas for improvement in support processes and product functionality.
- Ensure timely and satisfactory resolution of all escalated customer inquiries, maintaining high levels of customer satisfaction.
- Communicate effectively with customers, keeping them informed of the progress of their issue resolution.
- Contribute to the development and enhancement of customer support tools and workflows.
- Stay up-to-date with product updates, new features, and industry best practices.
- Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 4 years of experience in customer support, with a strong focus on technical troubleshooting and issue resolution.
- Proven ability to diagnose and resolve complex technical issues related to software, SaaS products, or web applications.
- Excellent understanding of ticketing systems (e.g., Zendesk, Jira Service Management) and CRM software.
- Strong knowledge of operating systems (Windows, macOS, Linux) and network fundamentals.
- Familiarity with APIs, web services, and data formats (e.g., JSON, XML) is highly beneficial.
- Exceptional problem-solving, analytical, and critical-thinking skills.
- Outstanding communication (written and verbal) and interpersonal skills.
- Ability to manage multiple priorities and work efficiently in a fast-paced, remote environment.
- A proactive approach to customer service and a passion for helping others.
- Experience in mentoring junior team members is a plus.
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7
Senior Customer Support Specialist, Technical Escalations
110001 Delhi, Delhi
₹700000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is looking for a highly skilled and empathetic Senior Customer Support Specialist to manage technical escalations and provide exceptional support to their user base. This role requires a deep understanding of the company's products and services, coupled with advanced troubleshooting skills and the ability to resolve complex technical issues. You will serve as a point of escalation for the customer support team, handling challenging inquiries and ensuring timely, satisfactory resolutions. The ideal candidate will possess excellent communication skills, a patient demeanor, and a passion for customer advocacy.
The Senior Customer Support Specialist will be responsible for diagnosing intricate technical problems, providing clear and concise explanations to customers, and documenting solutions for future reference. You will collaborate closely with engineering and product development teams to identify root causes of recurring issues and contribute to product improvements. This role involves mentoring junior support staff, sharing knowledge, and contributing to the development of support resources such as FAQs and knowledge base articles. Exceptional problem-solving abilities and a commitment to delivering a superior customer experience are essential.
Responsibilities:
Qualifications:
This hybrid role is based in Delhi, Delhi, IN , offering a blend of in-office collaboration and remote flexibility to support our valued customers.
The Senior Customer Support Specialist will be responsible for diagnosing intricate technical problems, providing clear and concise explanations to customers, and documenting solutions for future reference. You will collaborate closely with engineering and product development teams to identify root causes of recurring issues and contribute to product improvements. This role involves mentoring junior support staff, sharing knowledge, and contributing to the development of support resources such as FAQs and knowledge base articles. Exceptional problem-solving abilities and a commitment to delivering a superior customer experience are essential.
Responsibilities:
- Handle escalated customer support inquiries, providing advanced technical troubleshooting and resolution.
- Diagnose and resolve complex product-related issues across multiple platforms.
- Communicate technical solutions clearly and effectively to customers with varying levels of technical expertise.
- Document customer interactions, technical issues, and resolutions in the CRM system.
- Collaborate with product and engineering teams to identify product bugs and areas for improvement.
- Develop and maintain knowledge base articles, FAQs, and other support documentation.
- Mentor and train junior customer support representatives on technical issues and best practices.
- Monitor customer feedback and identify trends to proactively address potential issues.
- Contribute to the continuous improvement of customer support processes and workflows.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 4 years of experience in technical customer support or a related role.
- Proven ability to troubleshoot and resolve complex technical issues.
- Strong understanding of (mention relevant technology, e.g., SaaS, networking, software applications).
- Excellent written and verbal communication skills, with a strong emphasis on clarity and empathy.
- Proficiency in using CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently and as part of a team in a fast-paced environment.
- Strong problem-solving and analytical skills.
This hybrid role is based in Delhi, Delhi, IN , offering a blend of in-office collaboration and remote flexibility to support our valued customers.
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8
Senior Customer Support Engineer - Technical Escalations
452001 Indore, Madhya Pradesh
₹750000 Annually
WhatJobs
Posted 3 days ago
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Job Description
Our client is seeking a highly skilled Senior Customer Support Engineer to handle technical escalations for their valued customers. This role is based in Indore, Madhya Pradesh, IN , but offers a remote work option, providing flexibility for the right candidate. You will be the frontline expert, resolving complex technical issues for our software products and ensuring unparalleled customer satisfaction. This position requires a deep understanding of our product suite, excellent problem-solving abilities, and strong communication skills.
Responsibilities:
Responsibilities:
- Provide advanced technical support and troubleshooting for customer issues escalated from lower support tiers.
- Diagnose, document, and resolve complex software and hardware problems.
- Analyze root causes of recurring issues and recommend product improvements or workarounds.
- Communicate technical solutions clearly and effectively to both technical and non-technical customers.
- Collaborate with engineering and product management teams to address bugs and feature requests.
- Develop and maintain technical knowledge base articles, FAQs, and troubleshooting guides.
- Guide and mentor junior support staff, sharing expertise and best practices.
- Manage customer expectations and prioritize issues based on severity and impact.
- Participate in on-call rotation to provide 24/7 support if required.
- Ensure adherence to service level agreements (SLAs) for issue resolution.
- Reproduce customer issues in a lab environment for testing and debugging.
- Contribute to the continuous improvement of customer support processes and tools.
- Gather customer feedback and relay it to relevant internal teams for product enhancement.
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- Minimum 5 years of experience in technical customer support or a similar role.
- Proven expertise in troubleshooting complex software applications and systems.
- Strong understanding of operating systems (Windows, Linux), networking protocols, and databases.
- Excellent analytical and problem-solving skills with a methodical approach to issue resolution.
- Exceptional written and verbal communication skills, with the ability to explain technical concepts simply.
- Experience with remote support tools and ticketing systems (e.g., Zendesk, ServiceNow).
- Ability to work independently and manage time effectively in a remote or hybrid environment.
- Customer-centric attitude with a strong commitment to delivering high-quality support.
- Experience in cloud environments (AWS, Azure) is a plus.
- Previous experience in a Senior or Lead Support Engineer role is highly preferred.
This advertiser has chosen not to accept applicants from your region.
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