About this role
Job Summary:
This position provides routine support to customers, including end-users, distributors, and/or dealers, seeking information through various mediums, under limited supervision
Key Responsibilities:
Document customer inquiry information within appropriate Cummins systems
Provide prompt assistance to customers through various media. Multi-Skill/Multi-channel support (Chat/Email/Phone)
Resolves routine customer issues through a basic understanding of Cummins processes, systems and practices
Escalate non-routine issues, providing documentation through process
Understands new and existing Cummins processes, systems and practices
Contributes ideas and suggestions on how the existing processes can be made more customer centric or efficient
• Manage day-to-day operations activities for digital products like Guidanz, Qsol ,Insite, Service Plus, Salesforce, Ensuring efficient handling of customer queries and issues over via phone, emails, chats.
• Coordinate with product development, QA, and other teams to resolve technical issues promptly.
• Monitor support tickets, track performance metrics, and ensure adherence to SLA’s.
• Assist in developing and implementing support policies, procedures, and best practices.
• Handle escalations and provide guidance to the team.
• Train and mentor support team members to enhance their skills and product knowledge.
• Prepare regular reports on support performance and customer satisfaction.
• Collaborate with the product team to stay updated on new features and releases.
Preferred Skills:
• Familiarity customer call platforms
• Familiarity with analytics tools
• Strong interpersonal and leadership qualities.
Shift Details:
Willing to support in rotational shift - 24x7 Operations (Primarily Night Shift starting 4pm onwards)