Customer Success Engineer Apprentice
Customer Service Admin Support A2​
Trellix (BENGALURU, KARNATAKA, India )
Latest job opening in Trellix for Customer Success Engineer Apprentice. Customer Success Engineer Intern provides end-to-end technical support for Trellix customers and is responsible for providing technical service of fault recording, diagnosis, problem solving, and resolution delivery for Trellix customer base.
To handle consumer complaints and inquiries, we are employing a Customer Service Admin Support . Additionally, you’ll be expected to handle orders, adjustments, and complaints that are escalated via various channels of communication. You must have prior computer experience and be able to maintain composure in the face of irate clients in order to succeed in this position.
Skills set Required for this Job :
- Customer focused, with a pro-active and responsive approach.
- Able to understand and define customer needs.
- Excellent verbal and written communication skills.
- Ability to communicate complicated issues at multiple levels, adjusting in style and content to recognize the differing needs of customer audience.
- Strong, proven customer service skills and experience supporting customers in large/global scale environments.
- Ability to multi-task, prioritize job requirements, and meet deadlines.
- Strong problem solving skills.
- Friendly and approachable personality with positive attitude
Job Responsibilities
- Take the incident opened by the customer and troubleshoot, gather appropriate data, consult others when necessary and own the issue through to resolution.
- Assess and understand the impact, severity and urgency of issues.
- Provide consultation to a customer for them to extract maximum value from the products by answering product-specific questions to enhance the customer experience.
- In some cases, work alongside a customer’s technical teams to assist them in extracting the maximum value.
- Participate in critical escalation calls with the customer, describe technical details in a clear and concise manner appropriate to the level of technical capability of the audience.
- Provide technical solutions to customers for specific individual or grouped products with a high focus on quality and expedient resolution.
- Achieve outstanding results across key performance indicators like CSAT, Resolution Time, Response Time, etc.
- Collaborate and communicate with all other internal relationship management groups to improve the customer experience.
- Set and manage expectations with customers, including regular and timely communications.
- Assist customers with the implementation of workarounds/solutions.
- Identify data requirements and assist with data collection as required.
- Participate in after-hours coverage for customer escalations on a scheduled basis.
- Conduct remote sessions with customers as required.
- Author KB articles and SNS communications.
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What are the important dates & deadlines?
Application Deadline
Although they did not provide a deadline for application submission, attempt to apply as soon as you can to gain priority.
Additional Information
Job Location(s)
BENGALURU, KARNATAKA, India
Experience
Freshers / Experience
Salary
Best in industry
Job Type/Timing
Job Type: In Office Job Timing: Full Time
