Customer L2 Support Specialist

Position- Customer L2 Support Specialist
Experience: 1-2 years
Joining: Immediately/ within 30 days
Work Location: Gurugram, Haryana (Hybrid/Remote)
Job Type: Full-Time
Shift Time: Flexible with US time overlap
Job Summary:
We are seeking a dedicated and motivated Customer L2 Support Specialist to join our team. The ideal candidate will provide exceptional email and phone support to our US-based customers, ensuring their issues are resolved efficiently and effectively. This role requires excellent communication skills, strong email writing capabilities, and a good command of the English language.
Responsibilities:
- Provide Level 2 support for customers via email and phone, resolving issues related to our products/services.
- Work in overlapping shifts with US time to ensure prompt customer response and support.
- Handle and resolve customer complaints and inquiries in a professional and timely manner.
- Escalate complex issues to higher support levels when necessary, while maintaining ownership until resolution.
- Maintain accurate and detailed records of customer interactions and issue resolutions.
- Assist in creating and updating support documentation to help improve the customer experience.
- Collaborate with internal teams to relay customer feedback and help drive product/service improvements.
Requirements:
- Graduation must be in BCA/MCA/BE/B Tech and must be a full-time degree course.
- Excellent verbal and written communication skills in English is must.
- Strong email writing skills with the ability to convey information clearly and professionally.
- Customer-focused attitude with the ability to handle inquiries and issues calmly and efficiently.
- Willingness to work in overlapping shifts with US time zones.
- Basic understanding of customer service principles and practices.
- Ability to work independently and as part of a team.
- Previous experience in customer support is must.
- Candidate must belong to Gurgaon or willing to relocate to Gurgaon.
Company Details:
CerebrumX is the Connected Car Data Ecosystem company with the objective to democratize the Connected Car Data Ecosystem. It’s proprietary Advanced Deep Learning Platform (ADLP), provides easy to Use Development Interface though open APIs to allow Consumers build their customized business use cases. ADLP is a Trusted and Neutral source of Connected Car Data Augmented with Social, Location, Weather and Mobility data to drive better business decisions in changing ecosystem. ADLP allows to create Enriched Data Market Place of use cases catering to different verticals including Car OEMs, FINTECH, Insurance, City Planners, Media Companies, Car Dealerships, etc. ADLP provides a plug-in to manage and maintain Data Privacy, Anonymization and Consent Management at the source Data to ensure that any personal information is treated based on the user consent. All data in platform is tagged to ensure multi-level access for consumers based on the data provider consent.
Company Website: http://www.cerebrumx.ai

Work arrangement
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