Job Description

Transforming Brands since 2016, OnlineInfatuation has helped companies strategize and implement their creative visions. Our growing Digital Marketing and Hiring Agency is driven by passionate thinkers who work closely with each brand to create strategies that produce unparalleled results. We love content and design but thrive on the data necessary to succeed in a digital world. OnlineInfatuation is a full-service digital marketing and hiring agency based in New Delhi. In today\'s digital business world, you need a partner who can help you take advantage of marketing opportunities across a variety of channels in real-time. OnlineInfatuation combines a data-driven approach with knowledge gained from years in digital marketing to deliver outstanding results to our clients.The RoleProfile: International Customer Support ExecutiveSalary: Up to 50kLocation: Gurgaon sec 18Job Type: Full TimeShift: Rotational ShiftJob Overview:We seek experienced Customer Support Specialists to provide second-line support for our premium North American client. The ideal candidate will handle complex issues, interact with engineering teams, and resolve advanced customer problems with a high level of expertise and efficiency.Key Responsibilities:

• Investigate and resolve complex defects, problems, and incident notifications
• Serve as the primary interface between Tier 1 support and Tier 3/engineering teams \xef\x82\xb7 Provide advanced technical support for issues escalated from Tier 1
• Conduct in-depth analysis of complex customer issues
• Develop and maintain technical documentation and knowledge base articles \xef\x82\xb7 Participate in problem management and root cause analysis
• Collaborate with product teams to identify and report product issues
• Mentor and provide technical guidance to Tier 1 agents
• Stay updated on product features, updates, and known issues
• Investigation and resolution of more complex defects, problems and/or incident notifications
• Handling other queries or associated tasks that require advanced expertise
• Responsible for interaction with Tier 3/engineering teams
• Provide technical assistance on escalated issues
• Research complex technical problems
• Create and maintain technical documentation
• Collaborate with engineering teams on advanced troubleshooting
• Participate in projects to improve support processes
• Mentor Tier 1 agents on technical matters

Job Types: Full-time, PermanentSchedule: Rotational shiftIdeal Profile

• You have at least 2 years experience within a Customer Service role, ideally within the BPO.
• You possess excellent interpersonal as well as written and verbal communication skills.
• You are a strong networker & relationship builder
• You are a strong team player who can manage multiple stakeholders
• You are adaptable and thrive in changing environments
• Bachelor\'s degree (mandatory)
• Minimum 3+ years of experience in North American customer service, with at least 2 years in a Tier 2 or advanced
• Fluent in English (C1 level proficiency required), Spanish or French-Canadian to effectively liaise with stakeholders in the region

What\'s on Offer?

• Opportunity within a company with a solid track record of performance
• A role that offers a breadth of learning opportunities

OnlineInfatuation