Global Customer Support - Intern- Escalations Team
This role ispart of the Global Customer Support Team, responsible for triaging incomingcustomer support case escalations from internal stakeholders. The individualwill follow the standard operating procedures and playbooks for case escalationtriage.
What you will do in this role:
- Monitor case escalation inbox and provide email acknowledgement responses to internal requestors.
- Review case escalation email requests and ensure the required information is provided. If not, request appropriate details.
- Create a case escalation in Salesforce CRM.
- Ensure proper ownership and action are taken on case escalations.
- Perform basic reporting on the volume and quality of case escalation requests.
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You've got what it takes if you have...
- Technical aptitude and willingness to learn.
- High organizational skills and attention to detail.
- Experience with customer service management software (Salesforce a plus).
- Customer Service or Technical Support experience.
- Proficient with Microsoft Office applications
- Strong analytical and problem-solving skills.
- Added Advantage-Familiar with support workflows and processes and experience working with CRM applications like Salesforce in an SLA-driven ecosystem.
- The role requires working in a 24x7 environment (mostly US shifts).
- Location - Pune MH (on-site)
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