Product Support Analyst - Voice Process
- Csg System
- 2 - 6 years
- Bengaluru
- 3 years ago
- Email to a friend
- Report this job
Job Description
Job role: Product Support Analyst (Voice Process)
Company: CSG International
Experience: 2 years - 5.5 years
Job Details
This position is a phone support for the Customer Service department. It requires a high level of customer service to our external as well as our internal customers and therefore looking at experienced candidates with at least 2 years - 5.5 years in relative field. It is required to attend on the job trainings to learn the duties of the customer service department.
Essential duties and responsibilities include the following:
- Attend customer service trainings on the products and services.
- Study and understand the products and services.
- Complete side by side training with other agents on incoming calls from customers.
- Basic understanding of CRM system and other required software.
- Gain a mid-level understanding of products, processes, and procedures within first 6 12 months of employment.
- Meet minimum performance expectations provided by Supervisor and/or Director within first 90 days.
- Meet minimum expectations for quality standards within first 90 days.
- Consistently use soft skills on calls to ensure customer satisfaction.
- Consistently show positive progress in quality scores and performance audits.
Responsibilities
- Accept incoming phone calls from external customers (such as Merchants, Resellers and ISOs), Transaction Research, Funding, Processing questions, Billing inquiries, IP Address changes, Check Verify Transaction research request, Payment processing request, ACH inquiries related to fees charged on bank statements, provide guidance to merchants to assist with PCI compliance, assisting with clients customer inquiries, Approval Letters, other email related request not listed.
- Provide basic level tech support, Troubleshooting software, Resetting passwords, Browser compatibility issues, Re-pop Settlement.
- Act as a liaison between the customer and various departments of operations
- Create trouble tickets to escalate customer issues and follow-up as required.
If you are interested in above role, kindly share your updated Resume to Ai***********n@cs*i.com for further process.
Thanks & Regards,
Aiswarya Mohan
Recruiting Specialist
T +91 08046232531 | M +91 9633287***
E Ai***********n@cs*i.com
CSGI.COM
Job Classification
Industry: Telecom / ISPFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Not mentioned
Role: Not mentioned
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate
Doctorate: Any Doctorate
Contact Details:
Company: Csg SystemAddress: 5th and 6th floor, Block I and J, Trillium,, Embassy Tech Village, Devarabisanahalli,, Outer Ring Road, Bangalore, Bengaluru (Bangalore) Urban, Karnataka, 560103., BANGALORE, Karnataka, India
Location(s): Bengaluru
Keyskills: Customer Service Product Support Technical Support Voice Process International Voice Process
Csg System
CSG International is the 2nd largest business support solutions (BSS) provider, CSG International provides solutions to a global client base. Join an elite team of IT professionals who are driven for success in finding innovative solutions for our company and clients. We respond to the complexity of...
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