About Cloud Software Group
Cloud Software Group combines the capabilities of both Citrix and TIBCO, creating one of the world’s largest cloud software providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud solutions to get work done – from anywhere. Members of our team will tell you that we value diverse lived experiences, varied perspectives, and having the courage to take risks. Our teams are encouraged to learn, dream, and build the future of work. We are on the brink of another Cambrian leap – a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud
Responds to customer inquiries via telephone or email to provide problem resolution in accordance with the Organization’s service standards. Receives and/or places telephone calls which are predominantly routine, but may require deviation from standard screens, scripts, and procedures. Answer customer telephone inquiries, orders, service needs and complaints, respond where applicable or direct to sales representatives or technical/service areas. Maintain detailed and current knowledge of the company’s products and services. Analyze customer service needs for communication to service and technical departments. Requires ability to navigate a computerized data entry system or other relevant applications. Frequently reports to the Customer Service Manager.
Primary Duties / Responsibilities
Handles inbound customer inquiries in a 24/7 environment via CHAT, PHONE and EMAIL while adhering to established Service Level Agreements and Key Performance Indicators
Needs to handle all interactions using excellent problem solving skills by accurately diagnosing the issue with the pre-defined knowledge base and possess excellent customer handling skills.
Troubleshoot issues related to account, entitlement, access and licenses and work with L2 teams to resolve issues faster
Work on keeping minimal to Zero backlogs and provide superior customer experience and first day resolution
Proactively provide all the relevant information on the enquired product and explain the features, advantages, and benefits with the accurate technical specifications.
Initiate required action for issue resolution and communicate to the appropriate personnel including outbound calls for quicker resolution
Contributes to knowledge management system in the form of updating or creating policies and procedures
Excellent customer service attitude and the ability to interact with customers in a professional manner with deductive reasoning skills
Strong verbal and written communication skills as well as excellent listening skills
Flexible and adaptable to the ever-changing environment. Ability to work in American time zone is essential
Problem solving techniques and achievement orientation
Work effectively in a team environment and collaborate cross-functionally
Ability to analyze information and evaluate results to resolve problems
Excellent organizational skills with the ability to prioritize, organize, and accomplish tasks
Requirements (Education, Certification, Training, and Experience)
Bachelor’s Degree or equivalent Mandatory. Engineering/Technical Degree preferred
Mandatory 4+ years of Customer Service / Technical Support experience in a fast paced, high volume, multi-tasked environment
Working knowledge of Microsoft Windows and Office suites is mandatory
Experience with CRM systems (Salesforce, SAP, Oracle, People Soft etc.) preferred