Technical Support Specialist

Technical Support Specialist

Bengaluru / Bangalore
1 - 5 Years
Not Specified

Job Description

  • Ensure proper delivery, upgrades/upsells and adoption of products and services.
  • Identify opportunities for upselling and cross-selling Client cloud collaboration products and services.
  • Discover use cases, uncover customer needs and drive increased adoption.
  • Collaborate internally with Sales & broader cross-functional groups to drive continuous improvement in providing a superior customer experience.
  • Establish a common understanding with the customer for the ROI they are receiving from Client Solutions via the product chain.
  • Leverage the acquired knowledge of the customer to ensure Client enables the customer to achieve their Business Outcomes through onboarding, adoption, expansion and renewal.
  • Participate in campaigns, projects, and initiatives to insure successful implementation.
  • Assist customers in resolving any issues relating to account/site configuration changes. Have knowledge on contracts and renewal cycle.
  • Contributes information to market strategy by monitoring competitive products and reactions from accounts.
  • Assist business in working with customers by introducing new products and services available against the current portfolio.
  • Effectively articulate necessary technical vs non-technical information to customers in a simple and concise manner.
  • Facilitate sales process by scheduling appointments, making initial presentation, understanding account requirements & provide demo.
  • Prepares work to be processed by gathering, sorting, organizing, and recording data, information, and documents.
  • Research and resolve customer inquiries for the various products and services Webex offers.
  • Must meet or exceed individual performance goals and metrics focused on providing superior customer support.
  • Profile Requirements:
  • The successful candidate will have a material impact on how our customers value their investment with Client by leveraging their investment to achieve their business outcomes. The successful candidate will be responsible for continuous improvement of processes, while identifying key adoption triggers and call to actions or plays.
  • Minimum 1-5 years of experience in the technology industry
  • Should be aware of the latest technology in the mobile and computing world. Should also be aware of the latest operating systems, browsers, software, etc.
  • Education or equivalent to 15 years of formal education.
  • Previous Customer Success (or strategic customer service) experience in SaaS-based profile.
  • Strategic thinker, account management, forward-looking approach with a strong commitment to customer success
  • Laser focus on reducing churn, increased product usage & adoption.
  • Strong communication, consultative, influence and presentation skills.
  • Focused attention to detail allowing for delivery of high-quality end-user experiences.
  • Proven team player and ability to orchestrate value in coordination with peers and cross-functional team.
  • Willingness to learn, adapt and drive change within the team.
  • Comfortable working in a fast-paced, dynamic environment & shifts/weekends to meet evolving business requirements
  • Ability to articulate value messaging and influence the adoption of Webex products.
If interested, kindly share your updated resume along with below details to '[Confidential Information]'

As a precautionary measure for COVID-19, We also encourage you to attend interview through Telephonic / Skype / Webex VC. Please share your updated CV to '[Confidential Information]'


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