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1st Tier Support Agent - India at HyperGuest

Bangalore, karnataka, India -

Full Time

Start Date

Immediate

Expiry Date

12 Sep, 26

Salary

0.0

Posted On

14 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Troubleshooting, Ticketing Systems Management, Zoho, Customer Relationship Management, SaaS, Hospitality Industry Knowledge, Communication Skills, Problem Solving, Customer Support, Reservation Systems

Industry

Hospitality

Description

HyperGuest is looking for a 1st tier support to join our team in India! As a 1st Tier Support at HyperGuest, you will play a pivotal role in maintaining our high standards of customer satisfaction. Your primary responsibilities will include: You will take initiative in finding the root cause and solve it whenever possible, by investigating the problem while assisting the customers. You will also be in charge of managing a group of Support agents within the Support Department. Responsibilities Provide information and advice to users on our connection and distribution types Proactively connect with clients to troubleshoot technical issues Investigating problems and guiding customers through troubleshooting processes Respond to incoming requests for assistance via email (proactive outbound calls might be needed). Ensure excellent service and a high level of customer satisfaction Maintain client relationships through product support Report customer feedback/issues to relevant departments & follow up Taking ownership of your work and contributing to the enhancement of our support processes Requirements Previous experience in other SaaS hospitality-a plus Experience on ticketing systems management & configuration (such as Zoho) - Must Experience in managing customer inquiries and resolving technical issues Positive attitude and sense of responsibility Strong communication skills and a customer-centric approach Ability to deal with difficult situations in a polite manner and solution- face mind Familiarity with hospitality industry practices and reservation systems -a plus

Responsibilities

The agent will provide technical support and guidance to users regarding connection and distribution types while investigating root causes of issues. Additionally, they will manage a group of support agents and maintain high levels of customer satisfaction.