Overview
TekWissen Group is a workforce management provider throughout India and many other countries in the world. The below job opportunity is to one of our clients who is an American data annotation company based in San Francisco, California. It provides data labeling, model evaluation, and software to develop applications for artificial intelligence.
Position: Sr. Customer Support Executive
Locations: Whitefield, Bangalore
Job Type: Full Time
Work Type: Onsite
Shift: 7:30 PM 4:30 AM IST
Perks: Cab facility provided
Job Description:
- As a Tier 3 Support Agent, you will handle complex and high-priority support issues while delivering exceptional customer experience.
- You will act as a subject matter expert, providing solutions, guiding team members, and improving support processes.
Key Responsibilities
- Engage with customers via email/chat and resolve complex issues with clarity and empathy.
- Handle sensitive and ambiguous cases using sound judgment.
- Resolve escalations and act as a decision-maker for critical issues.
- Document interactions and maintain accurate records in support tools.
- Identify process gaps and suggest improvements.
- Provide guidance and support to junior team members.
- Collaborate with cross-functional teams when required.
- Continuously improve product knowledge and communication skills.
Qualifications
- Experience in customer support, preferably Tier 2 or Tier 3.
- Excellent written and verbal communication skills.
- Strong problem-solving and analytical abilities.
- Familiarity with tools like Zendesk, Slack, and Google Workspace.
- Basic understanding of SQL or data analysis is a plus.
- Ability to work in a fast-paced, night-shift environment.
TekWissen Group is an equal opportunity employer supporting workforce diversity.
