Analyst, Consumer Happiness
Quotient
Bangalore, India
6d ago

Description

Quotient. (NYSE : QUOT) is a leader in digital coupons. We operate a promotion platform that connects great brands and retailers with consumers through Web, mobile and social channels.

We deliver digital coupons to consumers, including printable coupons, save-to-card coupon and coupon codes for e-commerce.

Position Summary :

As a member of the Consumer Happiness team, you will leverage technical expertise to resolving customer cases. As a Consumer Happiness expert, you will enable customer success by helping customers overcome technical / product challenges while providing a best-in-class customer experience.

You are responsible for assisting a wide range of day-to-day operational execution from handling internal and external clients with technical support requests, and ensuring cases are logged, prioritized, and resolved in a timely manner.

As a member of this team, you must : be driven, determined, self-motivated, possess good analytical skills, be a genuine people person, be team oriented, and project a confident, professional demeanor.

This role demands working in the night shift

Essential Duties and Responsibilities :

  • Responsible for providing Level 1 front-line troubleshooting and application support for multiple customers.
  • Provide exceptional interactive technical support by telephone, email, Social Media and chat to satisfy customer’s needs.
  • Going the extra mile to follow-up with customers, ensuring issues are resolved and customers are satisfied.
  • Provide specifications for the configuration of systems, applications, and other technical details when necessary.
  • Evaluate and troubleshoot customer and client issues while tracking specific details in our incident management ticketing system.
  • Interact with internal and external department resources for problem determination, resolution, and escalation.
  • Test newly fixed bugs prior to deployment by the engineering team as needed. Able to translate technical information to plain language for easy to understand by customers.
  • Work within a team of other support professionals including other Tier1 / Tier2 Engineers to provide world class solutions and exceptional customer service.
  • Collaborate with engineering team during design and implementation phases of projects.
  • Share best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base.
  • Help maintaining customer facing and internal Support knowledgebase articles.
  • Be a leader in the group, both on execution and knowledge sharing.
  • Position Qualifications :

  • Working knowledge of systems / incident management tools such as Jira, Hellpshift, etc.
  • Ability to act in a responsive and sensitive manner to all customer inquiries.
  • Excellent troubleshooting, debugging, documentation, and communication skills.
  • Outstanding oral and written communication skills. Must have exceptional phone and e-mail etiquette.
  • Detailed, organized and results oriented
  • Proficient working on desktop computers in a windows environment; a working knowledge of Microsoft standard applications such as Outlook, Word, Excel, etc.
  • Preferred Skills :

  • 2+ years experience as customer service representative.
  • 2+ years Customer Support activities preferred.
  • Four-year degree or equivalent work experience.
  • Quotient is an equal opportunity employer. We celebrate diversity, and do not unlawfully discriminate on the basis of race, color, national origin, ancestry, creed, sex, gender, sexual orientation, gender identity or expression, age (40 and over), religion, political affiliation, citizenship, disability, marital or registered domestic partner status, veteran status, legally protected medical conditions, or any protected category prohibited by local, state or federal laws

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