Customer Support Specialist, RCM

Dhaka
Permanent
Full-time

2 days ago

Responsibilities & Context:About the Role:Our Customer Support team, based in Bangladesh, personally troubleshoots and escalates technical issues. We expect our Customer Support Specialist-RCM to be hungry for a new opportunity to learn and grow in a position that is equal parts of customer success and technical support. If you are passionate about serving customers, have a strong sense of collaboration, and learn technical troubleshooting steps quickly, this may be the perfect role for you!Responsibilities:Customer Support:Respond to customer requests with clear, professional, and empathetic communication using excellent verbal and written English skills.Ensure timely resolution of requests in line with our Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs).Adhere to escalation protocols and collaborate with other departments for proper follow-ups.Cross-Functional Collaboration:Collaborate with internal teams, such as Account Management, Engineering, Operations, to resolve customer issues.Escalate concerns appropriately and ensure updates are shared with the relevant stakeholders.Basic Task Management:Assist with daily tasks, such as tracking customer requests, updating systems, and documenting resolutions.Follow clear instructions to complete assigned workflows accurately and on time.Reporting and Follow-Up:Share updates on completed tasks and escalate any challenges to the relevant teams.Support the team in keeping records organized and maintaining basic reports on progress.Education Requirements:

Bachelor/Honors

Experience:

At most 2 years
The applicants should have experience in the following business area(s): Telecommunication, Software Company, IT Enabled Service

Additional Job Requirements:Experience:0-2 years of experience in customer support or technical support preferred.Skills:Excellent verbal and written English communication and documentation skills.Proven ability to learn technical concepts and workflows quickly, either through education or previous roles.Empathy for customers and a strong sense of accountability to drive issues to resolution.Strong multi-tasking skills with the ability to prioritize tasks effectively in a fast-paced environment.Comfortable working night shifts to accommodate US time zones.Comfortable learning and using tools like Zendesk, Excel, and internal systems.Skills & Expertise:Customer Support,Good English communication skills (verbal and Written),Microsoft Excel,Standard Operating Procedur,Technical Support,Ticketing SystemCompensation & Other Benefits:

Insurance,Gratuity,Weekly 2 holidays
Lunch Facilities: Full Subsidize
Salary Review: Yearly
Festival Bonus: 2

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