Customer Support Associate
Experience: 1-5 Yrs
Salary: Upto 40 K
• Troubleshoot tier 1 and/or tier 2 support requests via phone and web-based ticketing system.
• Use knowledge of web-based applications and networking to troubleshoot and resolve client issues.
• Perform tests to isolate source of issues.
• Escalate issues to the Technical team when necessary.
• Liaise with all related teams and departments to ensure customer satisfaction and deliver the Knowcross promise.
• Verify technical fixes from the Technical team.
• Use remote desktop sharing application to assist end users and resolve issues.
• Provide efficient and timely support to customers across geographies.
• Adhere to processes defined for case logging via Salesforce or other tools as mandated.
• Proactively conduct account reviews of select customers on a regular basis to review service needs and usage trends.