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Customer Support Representative
definitivehcindia
Bengaluru1mo ago
About the role
<div class="content-intro"><p>Analytical Wizards is part of the Definitive Healthcare family. We balance innovation with an open, friendly culture and the backing of a long-established parent company, known for its ethical reputation. We guide customers from what’s now to what’s next by unlocking the value of their data and applications to solve their challenges, achieving outcomes that benefit both business and society. Our people are our biggest asset, they drive our innovation advantage and we strive to offer a flexible and collaborative workplace where they can thrive. We offer industry-leading benefits packages to promote a creative and inclusive culture. If driving real change gives you a sense of pride and you are passionate about powering social good, we’d love to hear from you.</p></div><p><strong><span data-contrast="auto">Position Overview: </span></strong></p>
<p><span data-contrast="auto">Join us as a Customer Support Representative and be at the forefront of providing exceptional support to our valued clients. This role is not just about assistance; it's about becoming an integral part of a team that values your contributions and offers room for advancement. </span><span data-ccp-props="{}"> </span></p>
<p><strong><span data-contrast="auto">Job Summary: </span></strong><span data-ccp-props="{}"> </span></p>
<p><span data-contrast="auto">As a Customer Support Representative, you will work with the Customer Value Delivery organization to deliver rapid assistance to client inquiries. Your challenge goes beyond just providing support; it's about becoming the linchpin of exceptional customer experiences. </span><span data-ccp-props="{}"> </span></p>
<p><strong><span data-contrast="auto">Job Responsibilities: </span></strong><span data-ccp-props="{}"> </span></p>
<ul>
<li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":1,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><strong><span data-contrast="auto">Login Assistance: </span></strong><span data-contrast="auto">Aid customers facing login issues, guiding them through the login process, and troubleshooting any problems they encounter. </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":1,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><strong><span data-contrast="auto">Password Resets: </span></strong><span data-contrast="auto">Help customers reset their passwords securely, ensuring their accounts remain protected and accessible. </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":1,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><strong><span data-contrast="auto">General Account Maintenance: </span></strong><span data-contrast="auto">Assist customers in managing their accounts, updating information, and resolving account-related queries. </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":1,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><strong><span data-contrast="auto">Technical Troubleshooting: </span></strong><span data-contrast="auto">Identify and diagnose software-related issues, escalating complex problems to the appropriate teams for resolution. </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":1,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><strong><span data-contrast="auto">Customer Communication: </span></strong><span data-contrast="auto">Respond to customer inquiries via email, chat, and tickets promptly and professionally, ensuring a positive and empathetic interaction. </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":1,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1"><strong><span data-contrast="auto">Documentation: </span></strong><span data-contrast="auto">Maintain accurate records of customer interactions and resolutions in our CRM system. </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":1,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1"><strong><span data-contrast="auto">Knowledge Sharing: </span></strong><span data-contrast="auto">Continuously update your knowledge of our software and services to provide effective support and share insights with the team. </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="1" data-list-defn-props="{"335552541":1,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1"><strong><span data-contrast="auto">Collaboration:</span></strong><span data-contrast="auto"> Collaborate and communicate with the broader Support Team, Customer Experience Team, and Product Teams timely and efficiently.</span><span data-ccp-props="{}"> </span></li>
</ul>
<p><span data-ccp-props="{}"> </span></p>
<p><strong><span data-contrast="auto">Qualification: </span></strong><span data-ccp-props="{}"> </span></p>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"><span data-contrast="auto">1-4 years of experience working in a professional environment, ideally directly within a customer support or custom facing function. </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1"><span data-contrast="auto">Excellent communication skills in English, both written and spoken. </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-contrast="auto">Strong problem-solving abilities and attention to detail. </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1"><span data-contrast="auto">Empathetic and patient demeanor when dealing with customer inquiries. </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1"><span data-contrast="auto">Basic technical knowledge and the ability to learn and adapt to new software quickly. </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1"><span data-contrast="auto">Previous customer support experience is preferred, but not mandatory. </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1"><span data-contrast="auto">A passion for helping people and a commitment to delivering exceptional customer service </span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1"><span data-contrast="auto">Zendesk Experience preferred but not mandatory</span><span data-ccp-props="{}"> </span></li>
</ul>
<ul>
<li data-leveltext="•" data-font="" data-listid="2" data-list-defn-props="{"335552541":1,"469769242":[8226],"469777803":"left","469777804":"•","469777815":"hybridMultilevel"}" data-aria-posinset="9" data-aria-level="1"><span data-contrast="auto">General understanding of US Healthcare System is preferred, not mandatory</span><span data-ccp-props="{}"> </span></li>
</ul>
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