Customer Service Specialist - Bangalore

Overview

Customer Service Specialist – Bangalore at e2open. We are looking for talented individuals who are passionate about making a big impact on Customer Experience. The Global Support Consultant will be responsible for delivering high quality Level 1, 1.5 & 2 support to the world’s largest Channel Data Management and Supply Chain Operating Network and Multi-Enterprise applications to meet our global customer’s Service Level Agreements and operational requirements. The successful candidate will be adaptable, detail-oriented, organized, have excellent communication (written & verbal), analytical and problem-solving skills.

Job Location

Bangalore

Work Timings

24 / 7 (Rotational Shifts)

Responsibilities

• Part of a team maintaining a 24x7 Global Support Services working on incidents from phone calls, emails, and the company proactive monitoring system.
• Ensure critical customer issues are addressed quickly and effectively by collaborating with Customer Operations, Customer Success, Cloud Operations, Professional Services, and Product Development in a global environment.
• Provide accurate, valid, and complete information by using the right methods / tools and available resources.
• Follow the Incident Management process when a Major Incident is identified or when client requests escalation.
• Host Bridge calls for effective coordination, incident resolution, service restoration.
• Monitor the entire platform 24 / 7.
• Build analytical reports and dashboards for management reviews.
• Conduct customer satisfaction survey internally, analyze the responses, plan action plans for improvement, and work with the team to ensure closure of the plan.
• Maintain and update knowledge base articles consistently as new knowledge is discovered.
• Ensure KPIs are met consistently to achieve customer experience excellence.
• Ensure escalation and production support processes are followed.

Requirements

E2open is an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, disability, genetic information, or other protected characteristics. We participate in the E-verify program where required by law. We do not accept unsolicited referrals or resumes from sources other than directly from candidates or preferred vendors.

#J-18808-Ljbffr