7,572 Customer Escalations jobs in India
Customer Support Specialist - Technical Escalations
395001 Surat, Gujarat
₹380000 Annually
WhatJobs
Posted 15 days ago
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Job Description
Our client is looking for a dedicated and skilled Customer Support Specialist with a focus on technical escalations to join their client services team in **Surat, Gujarat, IN**. This role is essential for resolving complex customer issues that require in-depth technical knowledge and problem-solving abilities. The Customer Support Specialist will act as a point of escalation for Tier 1 and Tier 2 support agents, investigating and resolving advanced technical problems with the company's products or services. Responsibilities include diagnosing software or hardware issues, troubleshooting, and providing clear, concise solutions to customers and support staff. You will maintain detailed records of customer interactions and resolutions in the CRM system. Effective communication, both written and verbal, is paramount, as you will be explaining technical concepts to non-technical users and collaborating with engineering and product teams to identify and address bugs or recurring issues. The ability to manage multiple high-priority issues simultaneously and remain calm under pressure is crucial. Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote desktop support tools is required. The ideal candidate will have a strong understanding of the company's product suite, excellent analytical skills, and a customer-centric approach. A Bachelor's degree in a related field or equivalent work experience is preferred. This role offers a fantastic opportunity to grow your technical support expertise and make a significant impact on customer satisfaction within our client's organization. Join us in providing exceptional support to our users in Surat, Gujarat, IN .
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Senior Customer Support Specialist - Technical Escalations
110001 Delhi, Delhi
₹450000 Annually
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Posted 1 day ago
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Job Description
Our client is looking for a highly skilled and dedicated Senior Customer Support Specialist to manage technical escalations. This role is crucial in ensuring our customers receive prompt and effective solutions to their complex issues. You will be the primary point of contact for challenging technical problems, working closely with engineering and product teams to diagnose, troubleshoot, and resolve issues. This position involves both direct customer interaction and internal collaboration, requiring excellent communication and problem-solving skills. The ideal candidate will have a strong background in customer service, a deep understanding of technical products, and the ability to remain calm and professional under pressure. You will be responsible for documenting customer issues, tracking resolutions, and providing feedback to product development teams for continuous improvement. This is a hybrid role, requiring you to work from our Delhi, Delhi, IN office on designated days while offering remote flexibility. A passion for helping customers and a proactive approach to problem-solving are essential. You will also be involved in training junior support staff and contributing to the knowledge base. We expect candidates to be adaptable, detail-oriented, and committed to delivering an outstanding customer experience. Your ability to translate technical jargon into understandable explanations for customers will be highly valued. This is an excellent opportunity to advance your career in customer support within a growing company.
Responsibilities:
Responsibilities:
- Handle and resolve high-priority customer technical escalations efficiently and effectively.
- Diagnose, troubleshoot, and document complex technical issues across various platforms.
- Collaborate with engineering, product management, and QA teams to identify root causes and implement solutions.
- Provide clear and concise communication to customers regarding issue status and resolution timelines.
- Develop and maintain comprehensive documentation, including FAQs, troubleshooting guides, and knowledge base articles.
- Train and mentor junior customer support representatives.
- Identify trends in customer issues and provide feedback to product and development teams for improvement.
- Contribute to the continuous improvement of customer support processes and procedures.
- Manage customer expectations and ensure a high level of customer satisfaction.
- Participate in on-call rotation as needed.
- High school diploma or equivalent; Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.
- Minimum of 3-5 years of experience in customer support, with a focus on technical escalations.
- Proven experience troubleshooting software or hardware issues.
- Excellent problem-solving and analytical skills.
- Strong written and verbal communication skills.
- Ability to work effectively in a team and independently.
- Experience with CRM software and ticketing systems.
- Familiarity with remote collaboration tools.
- Customer-centric mindset with a passion for service excellence.
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1
Senior Customer Support Specialist - Technical Escalations
400602 Thane, Maharashtra
₹55000 Annually
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Posted 3 days ago
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Job Description
Our client is seeking a highly skilled and empathetic Senior Customer Support Specialist to manage technical escalations and provide exceptional support to their valued customers. This role requires a deep understanding of technical troubleshooting, excellent problem-solving abilities, and a commitment to delivering outstanding customer service. You will be the primary point of contact for complex customer issues, diagnosing and resolving technical problems related to our client's software and services. Key responsibilities include analyzing support tickets, replicating customer issues, providing detailed solutions, and escalating unresolved problems to the appropriate internal teams (e.g., engineering, product development) with comprehensive documentation. You will also be involved in creating and updating knowledge base articles, training junior support staff, and identifying trends in customer issues to provide feedback for product improvement. The ideal candidate possesses strong communication skills, patience, and the ability to explain technical concepts clearly to non-technical users. Previous experience in a customer support role, particularly with technical escalations, is essential. This position offers a hybrid work arrangement, providing flexibility while requiring regular presence in the office for team collaboration and meetings in Thane, Maharashtra, IN .
Responsibilities:
Responsibilities:
- Handle and resolve complex technical customer support issues and escalations.
- Diagnose, troubleshoot, and document software and service-related problems.
- Provide clear and concise solutions to customers via phone, email, and chat.
- Escalate critical issues to relevant departments with detailed information and analysis.
- Replicate customer issues in a testing environment to identify root causes.
- Develop and maintain comprehensive knowledge base articles and FAQs.
- Train and mentor junior customer support representatives.
- Identify recurring technical issues and provide feedback to the product and engineering teams.
- Contribute to improving customer support processes and tools.
- Ensure high levels of customer satisfaction and retention.
- Bachelor's degree in Computer Science, IT, or a related field, or equivalent practical experience.
- Minimum of 3-5 years of experience in customer support, with a focus on technical escalations.
- Strong technical aptitude and proficiency in troubleshooting software or hardware issues.
- Excellent problem-solving and analytical skills.
- Exceptional communication, interpersonal, and active listening skills.
- Experience with CRM software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to explain technical concepts to non-technical users.
- Patience, empathy, and a customer-centric attitude.
- Ability to work effectively both independently and as part of a team.
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2
Advanced Customer Support Specialist - Technical Escalations
440001 Nagpur, Maharashtra
₹35000 Annually
WhatJobs
Posted 4 days ago
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Job Description
Our client is looking for an exceptional Advanced Customer Support Specialist to handle technical escalations and provide top-tier assistance. This role is crucial for maintaining customer satisfaction and resolving complex issues that require in-depth product knowledge. You will be the front line for challenging customer inquiries, working collaboratively with product and engineering teams to find effective solutions. This hybrid position offers a blend of remote flexibility and in-office collaboration.
Key Responsibilities:
Qualifications:
This role is based in **Nagpur, Maharashtra, IN**, requiring a hybrid work arrangement that balances remote work with essential in-office presence for team collaboration and specific tasks. Join our client to make a significant impact on customer experience.
Key Responsibilities:
- Investigate and resolve complex customer issues, providing timely and accurate solutions.
- Act as a point of escalation for customer service representatives, offering expert guidance and support.
- Document all customer interactions, issues, and resolutions meticulously in the CRM system.
- Collaborate with internal teams (e.g., engineering, product management) to identify bugs, suggest product improvements, and ensure timely resolution of technical challenges.
- Develop and maintain an in-depth knowledge base of the company's products and services.
- Train and mentor junior customer support staff on best practices and advanced troubleshooting techniques.
- Identify trends in customer issues and provide feedback to product development teams to drive improvements.
- Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.
- Participate in regular team meetings, sharing insights and contributing to team goals.
- Provide constructive feedback on support processes and tools to enhance efficiency and effectiveness.
Qualifications:
- Proven experience (3+ years) in a customer support or technical helpdesk role, with a focus on complex issue resolution.
- Excellent problem-solving and analytical skills.
- Strong understanding of software applications and technical troubleshooting methodologies.
- Exceptional communication skills, both written and verbal, with the ability to explain technical concepts clearly.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to work effectively both independently and as part of a team.
- Demonstrated ability to manage multiple priorities and meet deadlines.
- Experience in coaching or mentoring junior team members is a plus.
- A proactive approach to identifying and resolving potential customer issues.
- Bachelor's degree in a related field or equivalent practical experience.
This role is based in **Nagpur, Maharashtra, IN**, requiring a hybrid work arrangement that balances remote work with essential in-office presence for team collaboration and specific tasks. Join our client to make a significant impact on customer experience.
This advertiser has chosen not to accept applicants from your region.
3
Senior Customer Support Specialist - Technical Escalations
695001 Thiruvananthapuram, Kerala
₹40000 Annually
WhatJobs
Posted 4 days ago
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Job Description
Our client is seeking a highly experienced and technically proficient Senior Customer Support Specialist to handle complex technical escalations. This is a fully remote position, allowing you to work from the comfort of your home. The ideal candidate will possess exceptional problem-solving abilities, a deep understanding of technical products, and a passion for delivering outstanding customer service.
You will serve as a primary point of contact for customers facing challenging technical issues, diagnosing problems, and providing timely and effective resolutions. This role requires strong analytical skills to identify root causes, collaborate with engineering and product teams, and contribute to the improvement of support documentation and processes. You will also mentor junior support staff and contribute to training initiatives.
Responsibilities:
Qualifications:
This fully remote role offers a fantastic opportunity to leverage your technical expertise and customer service skills to make a real impact. Join our dedicated support team.
You will serve as a primary point of contact for customers facing challenging technical issues, diagnosing problems, and providing timely and effective resolutions. This role requires strong analytical skills to identify root causes, collaborate with engineering and product teams, and contribute to the improvement of support documentation and processes. You will also mentor junior support staff and contribute to training initiatives.
Responsibilities:
- Handle escalated customer support tickets, providing in-depth technical assistance and troubleshooting.
- Diagnose, research, and resolve complex technical issues related to our products/services.
- Communicate technical solutions clearly and concisely to customers, both verbally and in writing.
- Collaborate closely with engineering, product, and QA teams to identify bugs, reproduce issues, and advocate for customer needs.
- Document technical issues, resolutions, and workarounds in the knowledge base.
- Contribute to the creation and maintenance of support articles, FAQs, and troubleshooting guides.
- Identify trends in customer issues and provide feedback to product development teams for potential improvements.
- Mentor and train junior customer support representatives on technical aspects and best practices.
- Maintain a high level of customer satisfaction through effective problem-solving and communication.
- Manage multiple priorities and ensure timely resolution of escalated issues.
- Participate in product feedback sessions and contribute to the overall improvement of the customer experience.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related technical field, or equivalent practical experience.
- Minimum of 4 years of experience in technical customer support or a similar role.
- Proven experience troubleshooting complex software or hardware issues.
- Excellent understanding of common operating systems, networking concepts, and web technologies.
- Strong analytical and problem-solving skills with meticulous attention to detail.
- Exceptional written and verbal communication skills.
- Ability to explain technical concepts to non-technical users.
- Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
- Ability to work independently and manage time effectively in a remote environment.
- A customer-centric mindset with a dedication to providing exceptional service.
- Experience mentoring or training junior team members is a plus.
This fully remote role offers a fantastic opportunity to leverage your technical expertise and customer service skills to make a real impact. Join our dedicated support team.
This advertiser has chosen not to accept applicants from your region.
4
Senior Customer Support Specialist - Technical Escalations
570001 Mysore, Karnataka
₹45000 Annually
WhatJobs
Posted 4 days ago
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Job Description
Our client is seeking a highly experienced and dedicated Senior Customer Support Specialist to handle technical escalations and provide advanced support to their clientele. This is a fully remote, key role that requires exceptional problem-solving abilities, a deep understanding of the company's products/services, and outstanding communication skills. The ideal candidate will serve as a point of escalation for complex technical issues that cannot be resolved by the front-line support team. You will investigate, diagnose, and resolve challenging customer problems, ensuring customer satisfaction and retention. Responsibilities include documenting customer issues, collaborating with engineering and product teams to identify root causes, and providing feedback for product improvements. You will also train and mentor junior support staff, assist in developing support documentation and knowledge base articles, and contribute to the continuous improvement of support processes. Strong analytical skills are essential for troubleshooting intricate technical problems. The ability to remain calm and professional under pressure, handle difficult customer interactions with empathy and efficiency, and manage multiple high-priority issues simultaneously is paramount. Proficiency in using CRM systems, ticketing software, and relevant technical tools is expected. This role demands a proactive approach to customer service, a commitment to exceeding customer expectations, and a passion for technology. If you are a seasoned support professional with a knack for complex problem-solving and are looking for a rewarding remote opportunity, we encourage you to apply.
Responsibilities:
Responsibilities:
- Handle and resolve complex technical customer support escalations.
- Diagnose and troubleshoot intricate product/service issues.
- Collaborate with engineering, product, and other internal teams to resolve customer problems.
- Document customer interactions, issues, and resolutions thoroughly in the ticketing system.
- Develop and maintain comprehensive knowledge base articles and support documentation.
- Train and mentor junior customer support representatives.
- Identify trends in customer issues and provide feedback for product enhancements.
- Ensure a high level of customer satisfaction through timely and effective support.
- Manage multiple high-priority tickets and customer requests simultaneously.
- Contribute to the continuous improvement of customer support processes and tools.
- Maintain a professional and empathetic demeanor in all customer interactions.
- Stay up-to-date with product updates and technical advancements.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 4-6 years of experience in customer support, with a significant focus on technical escalations.
- Proven ability to troubleshoot and resolve complex technical issues.
- Excellent understanding of (mention specific product/service domain if applicable, e.g., software applications, hardware, cloud services).
- Proficiency with CRM software (e.g., Salesforce, Zendesk) and ticketing systems.
- Strong analytical and problem-solving skills.
- Exceptional communication, listening, and interpersonal abilities.
- Ability to work independently and manage time effectively in a remote environment.
- Patience, empathy, and a customer-centric attitude.
- Experience in training or mentoring team members is a plus.
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5
Senior Customer Support Lead - Technical Escalations
530001 Visakhapatnam, Andhra Pradesh
₹65000 Annually
WhatJobs
Posted 6 days ago
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Job Description
Our client, a fast-growing software company, is looking for a highly skilled and experienced Senior Customer Support Lead to manage their technical escalations team. This role will be fully remote, allowing you to work from anywhere. The ideal candidate will have a strong technical background, exceptional problem-solving abilities, and proven experience leading a customer support team. You will be responsible for overseeing the handling of complex technical issues, ensuring timely and effective resolution for customers. Your duties will include managing escalations, coaching and mentoring support agents, developing support documentation and knowledge bases, and identifying trends in customer issues to provide feedback to product and engineering teams. You will also play a key role in improving support processes and ensuring customer satisfaction. The ability to communicate complex technical information clearly to both technical and non-technical audiences is essential. This position requires excellent leadership, organizational, and communication skills, with a passion for delivering outstanding customer service in a remote setting. Join us and be a vital part of our client's commitment to customer success.
Key Responsibilities:
Key Responsibilities:
- Lead and mentor a team of customer support specialists handling technical escalations.
- Manage the end-to-end resolution of complex customer technical issues.
- Develop and maintain comprehensive knowledge base articles and support documentation.
- Monitor support queues and key performance indicators (KPIs) to ensure service level agreements (SLAs) are met.
- Identify recurring technical issues and collaborate with engineering teams for root cause analysis and resolution.
- Provide training and ongoing coaching to support agents.
- Gather customer feedback and insights to drive improvements in products and services.
- Contribute to the development and refinement of customer support policies and procedures.
- Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
- Minimum of 5 years of experience in customer support, with at least 2 years in a lead or supervisory role.
- Strong technical aptitude and troubleshooting skills, with experience in software support.
- Excellent understanding of customer support best practices and ticketing systems (e.g., Zendesk, Jira Service Management).
- Proven ability to lead and motivate a remote team.
- Exceptional communication, interpersonal, and problem-solving skills.
- Ability to work independently and manage multiple priorities in a fast-paced remote environment.
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Senior Customer Support Engineer - Technical Escalations
440001 Nagpur, Maharashtra
₹900000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client is seeking a highly skilled and experienced Senior Customer Support Engineer specializing in technical escalations to join their dedicated team in **Nagpur, Maharashtra, IN**. This role is vital for providing advanced technical assistance to customers, resolving complex issues, and ensuring a superior customer experience. You will act as a key point of contact for challenging technical problems and collaborate with engineering teams to drive product improvements.
Responsibilities:
Responsibilities:
- Serve as an escalation point for complex technical issues reported by customers and front-line support teams.
- Diagnose, troubleshoot, and resolve advanced hardware and software problems.
- Reproduce customer issues in test environments to identify root causes and develop solutions.
- Collaborate closely with product development, engineering, and quality assurance teams to resolve bugs and improve product stability.
- Develop and maintain comprehensive technical documentation, including knowledge base articles, troubleshooting guides, and FAQs.
- Provide technical training and mentorship to junior support engineers.
- Manage customer expectations and communicate effectively regarding issue resolution status.
- Analyze support trends and provide feedback to product teams to prevent future issues.
- Contribute to the development and implementation of support processes and tools.
- Ensure timely and satisfactory resolution of all escalated customer issues.
- Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field.
- Minimum of 5 years of experience in technical customer support, troubleshooting, or a related role, with a proven track record of handling complex escalations.
- In-depth knowledge of operating systems (Windows, Linux, macOS), networking protocols, and common hardware/software issues.
- Experience with specific technologies relevant to the client's product suite (e.g., cloud platforms, databases, specific software applications).
- Strong analytical, problem-solving, and diagnostic skills.
- Excellent written and verbal communication skills, with the ability to explain technical concepts clearly.
- Ability to work effectively under pressure and manage multiple priorities.
- Customer-focused attitude with a passion for delivering exceptional service.
- Experience with ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
- Experience in mentoring or leading junior team members is a plus.
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7
Remote Customer Support Specialist - Technical Escalations
452001 Indore, Madhya Pradesh
₹30000 Annually
WhatJobs
Posted 6 days ago
Job Viewed
Job Description
Our client, a leading technology provider, is looking for a highly motivated and technically adept Remote Customer Support Specialist to handle complex technical escalations. This is a critical, fully remote role designed for individuals who excel at problem-solving and thrive in a challenging support environment. You will be the primary point of contact for customers facing intricate technical issues, requiring in-depth troubleshooting and resolution. The ideal candidate will possess excellent communication skills, a patient demeanor, and the ability to clearly explain technical solutions to both technical and non-technical users. You will work closely with engineering and product teams to identify root causes of issues and advocate for customer needs.
Key Responsibilities include:
Qualifications and Skills:
This is an excellent opportunity to contribute to a dynamic company from your home base in Indore, Madhya Pradesh, IN , offering a competitive salary and the chance to grow within a supportive, remote-first organization.
Key Responsibilities include:
- Investigating and resolving escalated customer technical issues across various platforms.
- Providing timely and accurate technical support via phone, email, and chat.
- Documenting all customer interactions, troubleshooting steps, and resolutions in the CRM system.
- Collaborating with Tier 2 and Tier 3 support teams, as well as engineering, to resolve complex problems.
- Developing and maintaining comprehensive knowledge base articles and FAQs.
- Identifying recurring issues and trends, and providing feedback to product and development teams.
- Ensuring a high level of customer satisfaction through effective problem-solving and communication.
- Training new support staff on troubleshooting techniques and product knowledge.
- Contributing to the improvement of support processes and tools.
- Managing multiple support tickets simultaneously while adhering to service level agreements (SLAs).
Qualifications and Skills:
- Proven experience in a technical customer support or helpdesk role.
- Strong understanding of software troubleshooting methodologies.
- Excellent written and verbal communication skills.
- Proficiency with CRM software and ticketing systems.
- Ability to work independently and manage time effectively in a remote setup.
- Patience, empathy, and a customer-centric attitude.
- Ability to diagnose and resolve complex technical problems under pressure.
- Familiarity with cloud computing concepts and SaaS products is a plus.
- Experience with scripting languages is advantageous.
- A strong commitment to delivering exceptional customer service.
This is an excellent opportunity to contribute to a dynamic company from your home base in Indore, Madhya Pradesh, IN , offering a competitive salary and the chance to grow within a supportive, remote-first organization.
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8
Senior Customer Support Specialist - Technical Escalations
800001 Patna, Bihar
₹550000 Annually
WhatJobs
Posted 10 days ago
Job Viewed
Job Description
Our client is seeking a dedicated and highly skilled Senior Customer Support Specialist to manage technical escalations and provide exceptional support to their user base. This role is crucial for maintaining customer satisfaction and ensuring the smooth operation of their services. The position is based in Patna, Bihar, IN . As a Senior Specialist, you will be the primary point of contact for complex technical issues escalated from the front-line support team. Your responsibilities will include thoroughly investigating, diagnosing, and resolving challenging customer problems related to software, hardware, or service configurations. You will collaborate closely with engineering, product development, and quality assurance teams to identify root causes of recurring issues and provide feedback for product improvements. Developing and maintaining comprehensive knowledge base articles, troubleshooting guides, and training materials for the support team will also be a key part of your role. The ideal candidate possesses strong analytical and problem-solving skills, excellent communication abilities, and a deep understanding of technical support principles. Proficiency in troubleshooting various software applications and hardware components is essential. You should have a proven ability to remain calm and professional under pressure, manage multiple priorities effectively, and demonstrate empathy towards customers. Experience in customer relationship management (CRM) systems and ticketing software is required. This role offers a challenging yet rewarding opportunity to contribute to customer success and drive operational excellence within a supportive team environment.
Key Responsibilities:
Qualifications:
Key Responsibilities:
- Handle and resolve complex technical customer support escalations.
- Diagnose and troubleshoot hardware, software, and network-related issues.
- Investigate customer complaints and provide timely and effective solutions.
- Collaborate with cross-functional teams (e.g., Engineering, Product) to resolve product issues.
- Document all interactions, issues, and resolutions in the ticketing system.
- Create and update knowledge base articles and user guides.
- Identify trends in customer issues and provide feedback for product improvement.
- Train and mentor junior support staff on technical troubleshooting.
- Ensure a high level of customer satisfaction through effective problem resolution.
- Participate in on-call rotation as needed.
Qualifications:
- High school diploma or equivalent; Bachelor's degree in a related field preferred.
- Minimum of 4-5 years of experience in technical customer support or a similar role.
- Proven experience in troubleshooting complex technical issues.
- Strong understanding of operating systems, software applications, and network fundamentals.
- Excellent problem-solving, analytical, and diagnostic skills.
- Exceptional written and verbal communication skills.
- Proficiency with CRM software and ticketing systems (e.g., Zendesk, Salesforce).
- Ability to work independently and as part of a team.
- Customer-focused mindset with strong interpersonal skills.
This advertiser has chosen not to accept applicants from your region.
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