Customer Support Representative II

Overview

Customer Support Representative II provides first-level support for Gracenote clients, troubleshooting and resolving product issues within service level agreement (SLA) timeframes.

What you'll do

• Provide first-level customer support for assigned customers via Gracenote CRM/ticketing system.
• Triage incoming product-related issues by responding, evaluating, troubleshooting, and prioritizing.
• Set deadlines and coordinate completion of standard change requests and discrepancy resolution within SLA.
• Document all customer activity in the CRM (currently Zendesk).
• Coordinate with internal teams to resolve customer issues and escalate to technical staff when needed.
• Provide timely status updates for sales requests, change requests, and discrepancies.
• Support on-call rotational coverage (24/7) for urgent escalations and participate in customer calls as required.

What you'll need

• 1 - 3 years experience in a customer-facing role or an Associate’s/Bachelor’s degree in a technical discipline.
• Strong customer service skills, emotional intelligence, and excellent interpersonal and communication skills (verbal and written).
• Ability to work shift hours required by the business and adjust shifts as needed.
• Proficiency in using CRM systems (specifically Zendesk).
• Experience using analytical skills to research and resolve problems in a digital environment (strongly preferred).
• Working knowledge of business software/applications such as Google Suite and Jira/Salesforce (a plus).
• Ability to handle customer inquiries and complaints professionally and manage multiple priorities.

Details

• Location: Mumbai, India.
• On-call rotational coverage required 24/7.