Senior Customer Support

Company Description Damson Technologies is a leading manufacturer of computer peripherals, accessories, and lifestyle products, represented by its flagship brands Corseca and Ducasso. The company combines design and technical collaborations in Sweden and Taiwan with state-of-the-art manufacturing bases in China. A worldwide team of sales, marketing, and service professionals supports the delivery of innovative and reliable products. Damson Technologies focuses on offering cutting-edge solutions with a strong value-for-money proposition, aiming to delight end consumers and support long-term success for business partners.
Role Description The Senior Customer Support role is a full-time, on-site position based in Ahmedabad. This role involves handling complex customer inquiries, resolving product and service issues, and providing prompt, accurate responses through phone, email, and other channels. The senior specialist will guide customers in troubleshooting technical problems, coordinate with internal teams to escalate and resolve cases, and ensure high levels of customer satisfaction. Daily responsibilities include monitoring support queues, documenting interactions, identifying recurring issues, and recommending process improvements. The role also includes mentoring junior support team members, contributing to knowledge base content, and supporting continuous enhancement of the overall customer experience.
Qualifications
Strong Customer Support and Customer Satisfaction skills, with experience managing complex or escalated cases.
Excellent Interpersonal Skills, including clear communication, active listening, and empathy in customer interactions.
Technical Support capabilities, with the ability to understand product features, diagnose issues, and guide users through solutions.
Analytical Skills to identify trends, interpret customer feedback, and propose improvements to support processes.
Proven experience in a senior or lead customer support role, preferably in technology or consumer electronics.
Ability to work on-site in Ahmedabad and collaborate effectively with cross-functional teams.
Proficiency in using CRM or ticketing systems and basic office productivity tools.
Relevant diploma or degree; additional certifications in customer service or technical support are an advantage.

Work arrangement
No