Desktop/Email Support Professional

Job highlights

• Some college education is a plus
• Basic computer skills and proficiency in using email,web browsers,and Microsoft Office or similar productivity software
• Previous experience in customer service or support roles,preferably in an email-based support environment
• Maintain a friendly and empathetic tone in written communications to ensure a positive customer experience

Infiniti Power Pvt Ltd is looking for Desktop/Email Support to join our dynamic team and embark on a rewarding career journey.The Email Support Representative is responsible for providing timely and accurate customer support through email communications. They serve as a primary point of contact for customers and clients, addressing their inquiries, resolving issues, and ensuring customer satisfaction. The Email Support Representative must have excellent written communication skills, strong problem-solving abilities, and the ability to work effectively in a fast-paced and customer-focused environment.

Key Responsibilities:

Email Response and Customer Service:

Respond to customer inquiries, requests, and complaints received via email in a timely and professional manner.
Provide accurate and helpful information, guidance, and resolutions to customers' concerns or issues.
Maintain a friendly and empathetic tone in written communications to ensure a positive customer experience.
Address customer feedback and escalate complex issues to appropriate teams or supervisors when necessary.
Ensure high levels of customer satisfaction by meeting or exceeding service level agreements (SLAs).
Issue Resolution and Troubleshooting:

Understand and analyze customer inquiries or issues to identify the root cause and determine appropriate solutions.
Use available resources, knowledge bases, and internal systems to provide accurate and effective responses.
Apply critical thinking and problem-solving skills to resolve customer problems and recommend best practices.
Document customer interactions, including problem descriptions, steps taken, and resolutions, in a ticketing or CRM system.
Product and Service Knowledge:

Acquire a comprehensive understanding of the company's products, services, features, and policies.
Stay updated on new releases, updates, and industry trends relevant to the company's offerings.
Continuously expand knowledge base to effectively address customer inquiries and provide accurate information.
Collaborate with internal teams, such as product development or sales, to gather or provide feedback on customer concerns and product improvement opportunities.
Communication and Collaboration:

Maintain clear and professional written communication with customers and colleagues.
Collaborate with team members, supervisors, and other departments to resolve complex issues or escalations.
Share knowledge, best practices, and insights with colleagues to improve overall team performance.
Provide regular updates and reports on customer inquiries, trends, and areas for improvement.
Process Improvement and Efficiency:

Identify recurring customer inquiries or issues and propose solutions to improve response times and customer experience.
Collaborate with team members and supervisors to streamline processes, update canned responses, and enhance efficiency.
Contribute to the development of support documentation, knowledge base articles, and standard operating procedures (SOPs).
Qualifications and Skills:

High school diploma or equivalent. Some college education is a plus.
Previous experience in customer service or support roles, preferably in an email-based support environment.
Excellent written communication skills with a strong command of grammar, spelling, and punctuation.
Proficiency in typing and composing professional emails efficiently.
Strong customer service orientation with the ability to understand and address customer needs effectively.
Patience, empathy, and the ability to remain calm and professional in challenging situations.
Problem-solving skills with the ability to analyze and resolve customer issues.
Familiarity with customer support tools, ticketing systems, and CRM software.
Ability to work independently, manage time effectively, and meet deadlines.
Basic computer skills and proficiency in using email, web browsers, and Microsoft Office or similar productivity software.