Oyster – Embaucher dans le monde entier avec Oyster. Simplifier la paie et la conformité.
Sponsorisé par OysterLocation: Bangalore(Working from office 1 day a week)
Experience: 1-3 years
Work Timings: (Rotational US Shift) changes every two weeks. (7 PM To 3 AM IST and 11 PM To 7 AM IST).
The Role
We are seeking a customer-focused, proactive, and analytical L1 Customer Support Specialist to join our dynamic team. As an L1 Customer Support Specialist, you will be the first point of contact for our clients, providing timely assistance and resolving technical issues to ensure a seamless customer experience.
- Provide first-level technical support and consultation for issues, requests, and questions reported by Customers and Customer Account Strategy teams for deployed solutions. Be the first responders and own it!
- Respond and Resolve basic products, solutions, and analytics issues within defined SLAs.
- Monitoring and Reporting of customers’ scheduled campaign/transaction activities – Utilize monitoring tools to detect and report P1 issues/outages during scheduled customer campaigns or transactions, upon request from customer account strategy teams.
- Gather product experience and functional metrics for Customer Operational reviews.
- Coordinate with the Revenue Operations Team to maintain Jira ticketing dashboards for reporting and Org level communication
- Ensure accurate documentation of all issues, actions, and resolutions in ticketing systems.
- Assist customers with product usage-related queries, including navigation, system configurations, and feature adoption assistance.
- Participate in knowledge transfer sessions with CSM, TC/SC, L2/L3, and Product teams to continually upskill and improve efficiency.
- Follow escalation protocols for major incidents and outages, providing timely updates to stakeholders.
- Contribute to improving the internal knowledge base by documenting common issues and their resolutions.
- Ability to work in rotational shifts. This role requires only night shifts, with 5 days working. and 2 days off on a rotational basis.
- Insurance and Healthcare industry experience would be preferable.
