International Customer Support Executive

Full job description

Profile: International Customer Support Executive

Salary: Up to 50k

Location: Gurgaon sec 18

Job Type: Full Time

Shift: Rotational Shift

The candidate should be excellent in Spanish and French language.

The candidate should have a minimum of 3 years of experience in international customer support executive.

Candidate should be certified in Spanish and French language.

Job 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 eƯiciency.

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  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  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

Required Qualifications:

 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 support role

 Fluent in English (C1 level proficiency required)

 Additional language skills in Spanish or French-Canadian (must also be fluent in English

Job Types: Full-time, Permanent

Schedule:

• Rotational shift

Education:

• Bachelor’s (Required)

Experience:

• Customer service: 3 years (Required)

Language:

• English (Preferred)
• French (Required)
• Spanish (Required)