Customer Support Representative II (1-3 years of experience)

Overview

Customer Support Representative II for Gracenote to deliver first-level support to new and established clients. You will troubleshoot and resolve reported product issues within SLA timeframes while coordinating with internal teams and external client departments.

What you'll do

• Provide first-level customer support for assigned customers via the Gracenote CRM/ticketing system.
• Set deadlines and coordinate standard change requests and discrepancy resolution for customer tickets within SLA.
• Respond, evaluate, troubleshoot, and prioritize incoming product-related issues and escalate when needed.
• Coordinate across internal departments to resolve customer issues or requests.
• Document all customer activity in the CRM (Zendesk).
• Provide timely status and information for sales requests, change requests, and discrepancies.
• Provide on-call support with rotational 24/7 coverage for urgent escalations.

What you'll need

• 1-3 years of experience in a customer-facing role or a technical degree (Associates or Bachelor’s).
• Strong customer service skills and excellent verbal and written communication.
• Strong interpersonal skills and emotional intelligence.
• Ability to work shift hours and adjust shifts as required by the business.
• Proficiency in using CRM systems (specifically Zendesk).
• Familiarity with ticketing systems and SLA guidelines.

Details

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