Techincal Customer Care Representative

Business Unit:

At Globys we engineer and deliver world-class, industry leading B2B portal solutions for the world’s largest telecom carriers, including T-Mobile, One.nz, TELUS, Lumen and TELSTRA. We’ve leveraged our past success to extend our portal solution to span the entire customer journey (buy, manage, pay, analyze). Microsoft, Apple, Coca-Cola, Google, Wells Fargo, and US Navy are just a few of the 500,000+ business customers that rely on Globys’ solutions (via their carrier) to optimize the management of their mobile devices.

Job Summary:

We are looking for a Technical Customer Care Representative to be our primary point of contact in a 24X7 department, helping our customers and being the voice of the customer internally at Globys. 

The nature of the support is related to technical service requests, requests for information, and incident control and communication whether due to a software defect or an error in the service. 

Primary Functions:

• Quickly become a technical Subject Matter Expert (SME) on the Globys suite of products
• Acknowledge customer issues promptly, process correspondence, and undertake telephone duties
• Reproduce customer issues, determine workarounds and escalate to tier 2/3 Support as necessary
• Respond to customer functionality questions and provide informal training
• Gather supporting data from multiple sources to aid in determining incident Root Cause Analysis (RCA)
• Drive support queries and tickets to resolution and provide updates internally and externally
• Engage appropriate cross functional team members (engineers, QA, Operations) with action items
• Ensure all work is dealt with accurately and followed up daily
• Create accurate daily shift handoff reports
• Communicate often with customers—daily updates for all incidents
• Create metrics reports, presentations, and training materials as requested
• Cover other team areas or duties as required

Work Mode: Remote
Shift Timings: 3:30 pm to 12:30 am IST
Location: Remote India

What We Are Looking For:

(Mandatory Qualifications & Skills)

• 2-3 years of experience in a support role for managed applications
• An intermediate understanding of web application architecture
• Proficient with Microsoft Office Suite; primarily Outlook, Word, Power Point, and Excel
• Ability to script solutions in one or more scripting languages, e.g. PowerShell, Python, BASH are a plus

Soft Skills/ Behavioral Skills:

• Good Communication and Collaboration.
• Possess strong analytical skills to understand requirements
• Can prioritize and manage your time well
• Demonstrate excellent verbal and written communication skills in English
• Can work independently, but most importantly, as a team player

Benefits:

• Annual Public Holidays as applicable
• 30 days total leave per calendar year
• Mediclaim policy
• Lifestyle Rewards Program
• Group Term Life Insurance
• Gratuity
• ...and more!