Customer Support Executive - L1

About Us

At Eclat, we believe that technology can make a big difference to a world dependent on access to knowledge. In our current avatar, we are solving eContent discovery and access challenges that the research community and students face while pursuing their research and education.

Using technology we also help librarians drive user engagement and make informed decisions on which content providers to work with.

We are present in 60+ countries and work with 2000+ institutes including Fortune 500 companies; premier academic and research institutes like AIIMs, ISB, IIMs, IITs, NTU Singapore, and institutions in Japan, S.E. Asia, Middle East, Africa, and Latin America.

About The Role:

Looking for a Customer Support Executive adept at delivering exceptional customer service and facilitating seamless access to Eclat products (RemoteXs and MyLOFT) through various channels such as chat, email, and calls. The ideal candidate should possess robust communication skills, collaborate effectively within a team, and exude a positive attitude.

We are seeking an individual with a passion for assisting others, coupled with creativity, energy, and a high level of motivation. The successful candidate will be dedicated to resolving customer issues and actively contributing to programs to enhance the overall customer experience. The primary objective of this role is to address and resolve issues that impact our customers.

What Describes You Best?

● Bachelor of Engineering (preferred IT - CE background).

● 0-2 Years of prior experience in Customer Support Service.

Skills:

● Good written and oral communication skills

● Excellent customer handling skills

● Experience with ticketing tools like Freshdesk, Zendesk.

● Corporate emailing and documentation knowledge

● Knowledge of Excel, Word, and PowerPoint

● Experience in creating FAQs and building a knowledge base

What will you Own?
• As a Customer Support Executive, your key responsibilities will be to promptly respond to customer queries via tickets and chat, closing tickets with proper and timely follow-ups.
• Responsible for proactively contributing to the enhancement of customer satisfaction by implementing strategies and initiatives aimed at improving CSAT (Customer Satisfaction) score.
• Meet SLAs for all raised tickets, create a knowledge base for recurring issues, promptly report technical issues to relevant teams, and maintain high-quality responses for each handled ticket.

Why Join Us?

● Be a part of our growth story as we aim to take a leadership position in international markets.

● Opportunity to manage and lead global teams and channel partner networks.

● Join technology innovators who believe in solving world-scale challenges to drive global knowledge-sharing.

● Healthy work/life balance offering well-being initiatives, parental leave, career development assistance, required work infrastructure support.s Read more