Job Title: Customer Engagement Specialist Location: Hyderabad/Noida/GGN Experience: 2-5 years We are seeking a dedicated and motivated Customer Engagement Specialist to join our team. As a Customer Engagement Specialist, you will play a crucial role in ensuring our customers have a positive experience with our products and services. You will provide timely and effective support to address customer inquiries, issues, and requests, ensuring their satisfaction. If you have a passion for technology and helping customers, this is an exciting opportunity to make a difference in our fast-paced, innovative company. Responsibilities: Customer Interaction: Respond to customer inquiries and issues through various communication channels, including email, chat, phone, and social media. Provide them with tips on best practices, samples, and hand-hold on the implementation of a solution if needed. Issue Resolution: Troubleshoot and resolve customer problems or technical issues related to the company's products and services. Provide step-by-step instructions and guidance to resolve issues. Issue Escalation: Escalate issues as and when required to the right teams and drive them to closure. Product Knowledge: Develop and maintain in-depth knowledge of the company's products and services to effectively assist customers and answer their questions. Documentation: Contribute to updates of support documentation, including FAQs and knowledge base articles, to assist customers in finding answers to common questions. Training: Stay updated on product updates and new features through training and self-learning. Experience Required: 2-5 years of experience in Customer support, and technical support. Must-Have Skills: Prior experience in customer support, technical support, or a related role is preferred. Strong communication skills, both written and verbal. Problem-solving skills and the ability to think on your feet. Proficiency in using customer support software and ticketing systems. Knowledge of CRM software - Zendesk, and HubSpot is a plus. Basic understanding of technology and software applications. Empathy and patience when dealing with customer inquiries and issues. Other Skills We'd Appreciate: Customer-focused with a strong desire to help and assist. Excellent interpersonal and communication skills. Detail-oriented and highly organized. Ability to work well in a team and independently. Adaptability and ability to work in a fast-paced environment. Strong time management skills.