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Job Description & How to Apply Below
Location: Bengaluru
Job Title:
Technical Support Specialist (US Shift)
Job Location:
JP Nagar, Bengaluru (Karnataka)
Job Type: Full-Time, Work from Office
Work Days: Monday to Friday
Experience:
2-4 Years
About Izmo Ltd
izmocars ( / ) is a leading Digital Media and Internet Solutions company with a strong presence in the Automotive industry. With Interactive Media studios in Long Beach, CA & Brussels, Europe, we are the largest producers of automotive content in the world. Our products include Interactive Media Solutions for Automotive, Dealer Web Platform, CRM, Online Marketing and Virtual Reality Platform for the Automotive industry.
Job Description & Duties
Customer Interaction-:
Engage with customers via phone, email, and chat, delivering a high level of customer service with fluent American accent English.
Technical Support:
Resolve web-related technical issues and troubleshoot website errors.
Call Center
Experience:
Apply previous call center experience to handle high-volume inbound/outbound support calls, ensuring quick response times and resolution.
Issue Escalation:
Identify and escalate unresolved issues to higher-level technical teams when necessary, following escalation protocols.
Documentation:
Maintain logs of customer interactions and solutions provided, ensuring detailed tracking of all issues.
Mandatory / Primary Skills
Night
Shift: Ability to work night shifts and handle stress under time-sensitive situations. Proven experience in a call center environment.
Feedback Reporting:
Gather customer feedback and suggest improvements for product and service enhancement.
Delivery Coordination & Tracking
Support end-to-end delivery activities by tracking project tasks, timelines, and dependencies.
Monitor KPIs, SLAs, and delivery metrics, flagging risks or delays to the Delivery Manager proactively.
Ensure deliverables align with defined scope, quality standards, and timelines.
Assist in managing escalations by gathering information and coordinating resolution efforts.
Team Collaboration
Act as a coordination bridge between US stakeholders and India-based delivery teams.
Help ensure clarity on tasks, priorities, and deadlines across teams.
Support team members with documentation, process adherence, and follow-ups.
Promote collaboration and accountability through consistent coordination and reporting.
Account & Operational Support
Assist in driving customer satisfaction by ensuring issues and requests are tracked and resolved efficiently.
Maintain accurate records related to accounts, deliverables, and performance metrics.
Identify recurring issues or improvement areas and share insights with senior team members.
Support initiatives aimed at improving delivery efficiency and client experience.
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