Customer Support Representative

Job Description
Amazing Career Moments Happen Here
Transforming the insurance industry is ambitious, we know. That's why at Applied Systems India Pvt Ltd., an Applied Systems company, we're building a team that shows up every day ready to learn, willing to try new things, and driven to deliver innovative software and services that make us indispensable to our customers - all within a culture built on values that make us indispensable to each other too. With 40+ years of experience in the Insurtech game, we're not just redefining what's achievable, we're creating a place where amazing career moments are made possible.
Position Overview
As an Associate Customer Support Technician, you will be the first point of contact for customers seeking assistance. Your primary responsibility will be to provide a world class customer service experience while troubleshooting basic technical issues and escalating more complex problems to higher level support technicians. You will interact with our customers through phone, chat, or email. You will help customers resolve issues related to our software products, typically focused one main software product, while ensuring a seamless user experience.
What You'll Do

• Provide effective, efficient and empathetic customer service in a professional manner
• Communicate effectively, providing detailed and concise information internally, while avoiding discussing organizational complexities externally
• Assist customers over the phone with product features, issues, and inquiries.
• Utilize available resources to gather details and complete basic research
• Required to work in available support channels including email and/or chat by appointment or real time and outbound calls based on customer request.
• Attach relevant KB articles/resources to respective cases. When sufficient product knowledge is established, create draft KB articles and leave feedback on existing articles
• Adheres to departmental procedures
• Accurately diagnose and troubleshoot technical issues with our Insurance software and products.
• Actively participate in on-going training within your first year of on-boarding to ensure you receive thorough training and can provide expected accuracy in solutioning customer inquiries.
• Maintains Professional discretion in Customer Communication
• When sufficient product knowledge is established, may be expected to participate in product testing activities, run assigned test executions, and communicate unexpected results/potential defects. And expected to take up additional responsibilities (Training & Mentoring).
• Performs other duties as assigned by immediate manager or management team.
• Customer service experience meets or exceeds world-class standards, as indicated by customer feedback and satisfaction score.
• Basic technical issues related to the main software product are resolved effectively
• Complex problems are escalated to higher level support technicians in a timely manner
• Ensure that all communication with customers is recorded accurately in the CRM system
• Demonstrates continuous improvement in product knowledge through training and self-study
• Achieving a high level of customer satisfaction, as determined through surveys, feedback and demonstrated effectiveness
• Comply with both team and organizational goals regarding SLA.
• Exhibits behaviors which exemplify Applied Systems' Core Values.

Competencies

• Adaptability - Maintains a positive outlook; resists stress and works constructively under pressure; responds resourcefully to change and ambiguity
• Collaboration - Effectively works and collaborates with others toward a common goal; considers the needs and concerns of all affected groups; builds and leverages relationships across functions and organizations to achieve business results; constructively deals with conflict
• Communication - Writes and presents effectively; tailors message to the audience; possesses skills of diplomatic persuasion; skilled in interacting effectively with courtesy and tact; excellent executive presence
• Driving Execution - Drives continuous improvement in all internal processes; tackles problems head-on and works to resolve them without delay; intervenes to address barriers to achieving results and sources of lagging performance
• Innovative - Introduces or uses new ideas and methods that result in improved performance, better outcomes or higher productivity
• Time Management and Prioritization - Maximizes productivity; focuses on highest priority tasks while maintaining progress on other assignments; et realistic and efficient deadlines and goals

We're Excited to Learn More About You

• Experienced in inbound international voice process and multitasking, adaptable to phone, chat, and email support as needed.
• Prior experience in customer service, support or technical support is a preferred (4+ years).
• Ability to quickly learn our software and gain a basic understanding of assigned product area
• Basic analytical skills to identify, diagnose and resolve customer issues.
• Basic ability to accurately diagnose and resolve issues.
• Fundamental and effective written and verbal communication, with the ability to explain technical concepts to non-technical users.
• Flexibility to adapt to changing processes, tools, and customer needs.
• Ability to manage time effectively, prioritize tasks, and handle multiple responsibilities simultaneously.
• Meticulous attention to detail in documenting customer interactions and technical issues.
• Customer-focused mindset with a desire to help and support users and colleagues
• A strong commitment to providing excellent customer service and maintaining high customer satisfaction.
• Shift Timings: This role requires working in different shifts (10:00-19:00; 17:00-02:00; 08:00-03:00; 20:00-04:00 IST).
• Candidates should be comfortable working at any time and be open to rotational shifts.

You may have other skills, including

• Communication Skills
• Problem-Solving and Conflict Resolution
• Time Management and Multitasking
• Empathy and Emotional Intelligence
• Problem Tracking and Documentation

When You Join Team Applied, You Can Expect:
A culture that values who you are and recognizes that you aren't just an employee; you are a teammate, and you matter. We thrive on the benefits of our different experiences and celebrate the uniqueness our teammates bring to work with them every day.
We flex our time together, collaborating remotely and in-person to empower our teams to work in the ways that work best for them.
Learn more about the people behind our products at -

• LinkedIn Page Applied Systems India
• https://www1.appliedsystems.com/en-us/about-us/jobs/

Your Security Matters:
Our candidates' personal information and online safety are top of mind for us. At Applied, we proactively protect your personal information and only communicate with candidates via a [email protected] email or through our official career's portal.
EEO Statement
Applied Systems is proud to be an Equal Employment Opportunity Employer. Diversity and Inclusion is a business imperative and is a part of building our brand and reputation. At Applied, we don't discriminate, and we are committed to recruit, develop, retain, and promote regardless of race, religion, color, national origin, sexual orientation, gender identity, disability, age, veteran status, and other protected status as required by applicable law.