Opportunity brief
Diligent is hiring for the role of Customer Support Specialist!
Responsibilities of the Candidate:
- Interact with customers to provide and process information in response to inquiries, concerns, and requests regarding products and services. - Gather customer information and determine issues by evaluating and analyzing symptoms. - Diagnose and resolve technical and software issues, including internet connectivity, login problems, and related concerns. - Research required information using available resources. - Follow established processes and procedures. - Identify and escalate priority issues in accordance with client specifications. - Redirect unresolved issues to the appropriate resources. - Accurately process and record call transactions using computers and designated CRM software. - Offer alternative solutions where appropriate to support customer and client retention. - Organize ideas and communicate information clearly and appropriately based on the audience and situation. - Follow up with customers and make scheduled callbacks when required. - Stay current with system information, process changes, and updates.
Requirements:
- 1–3 years of experience in phone-based software application support, technical support, or customer service supporting end users. - Excellent communication skills with internal stakeholders. - Experience in phone-based software application/technical support or call center environments supporting end users. - Proven problem-solving skills and strong technical aptitude. - Working knowledge of Windows OS and other major operating systems. - Excellent communication and customer handling skills. - Ability to think quickly and respond effectively in a highly demanding and fast-paced environment.