Position: Customer Resolution Expert (FinTech) Experience required: 1-3 years Location: Bengaluru Job Summary: As a L2/L3 Support in our Customer Support team, you will be responsible for resolving complex customer issues and complaints that have been escalated beyond the initial support level. You will serve as a point of contact for customers who require additional assistance and ensure that their concerns are addressed promptly and effectively. Responsibilities: • Act as the primary point of contact for escalated customer issues, I-Rated Customer issues and complaints. • Investigate and analyze escalated cases to understand root causes and develop effective solutions. • Collaborate with internal teams, including Technical Support, Sales, and Operations, to resolve customer issues promptly. • Communicate with customers in a professional and empathetic manner to de-escalate situations and provide satisfactory resolutions. • Maintain detailed records of escalated cases, including customer interactions, actions taken, and resolutions achieved. • Provide feedback to management on recurring issues and suggest process improvements to prevent future escalations. • Monitor customer satisfaction metrics and take proactive measures to address any negative feedback or trends. • Stay updated on product features, updates, and industry trends to better assist customers and address their concerns. Requirements: • Bachelor's degree in Business Administration, Communications, or related field preferred. • Proven experience in a customer support role, with a focus on handling escalations. • Excellent communication skills, both written and verbal, with a strong ability to convey empathy and understanding. • Strong problem-solving skills and the ability to think critically under pressure. • Ability to remain calm and composed in high-stress situations and effectively de-escalate customer issues. • Experience working with CRM software and ticketing systems preferred. • Ability to work collaboratively with cross-functional teams to achieve common goals. • Flexibility to work shifts, including evenings, weekends, and holidays, as needed.