Posted Jun 14, 2022 82 views
Key Responsibilities
- Manage incoming calls and portal-based support requests
- Responding to customer calls and provide frequent updates so customers know their problems are being addressed
- Record customer interactions within our support tools
- Able to work with customer to identify and describe the particular technical problem
- Provide accurate, valid and complete information by asking the right questions and using the right methods/tools. This includes the ability to set up and replicate the technical issue within our software that the customer is experiencing, and to document and describe those steps to the software development teams
- Create and maintain documentation of software modules as a part technical documentation for the clients and creation of solution articles for an internal knowledgebase of solutions
- Create surveys, walk-throughs & FAQs for the customers via available tools
- Identify and assess issues reported by the customer and escalate it to the relevant team to achieve a satisfactory outcome for the customer in timely manner
- Build sustainable relationships and trust with the customers through open and interactive communication via feedback calls at the time of closure of request
- Follow communication procedures, guidelines and policies
Requirements
- Must be able to work US hours (6PM to 3 AM Pakistan Time)
- Excellent written and verbal English skills
- Proven customer support experience or experience as a client support representative
- Able to understand customer perspectives and manage customer expectations
- Demonstrable experience of writing and maintaining documentation
- Experience supporting a software or SaaS (Software-as-a-service) product and/or have an education/background in software or technology
- Strong phone contact handling skills and active listening
- Familiarity with customer support tools
- Customer orientation and ability to adapt/respond to different types of personalities
- Ability to multi-task, prioritize, and manage time effectively
Desired Experiences
- Experience with Freshdesk support software
- Experience with data migration and data import processes and tools
- Experience working in the banking industry and/or with risk, compliance or internal audit processes
Job Details
360factors
360factors empowers organizations to accelerate productivity, innovation and profitability by predicting risks and streamlining compliance. Predict360, its flagship software product, is a Risk and Compliance Intelligence Platform augmented with Artificial Intelligence technology to predict and mitigate operational risks while streamlining regulatory compliance. Predict360 integrates regulations and obligations, compliance management, risks and controls, audits and assessments, policies and procedures, and training in a single cloud-based SaaS platform based on artificial intelligence to provide predictive analytics and unique insights for predicting risks and streamlining compliance. 360factors is the exclusive endorsed solution provider for compliance management by the American Bankers Association (ABA). Visit www.360factors.com for more information. As an employer, we equip our employees with the skills necessary for their professional growth, provide them with a world class working culture that embraces diversity and reward them for outstanding performance. We look for talented, energetic and self- motivated individuals to join our team. Become a part of 360factors and discover the impact you could make with us!
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