Customer Account Rep II

In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do.

Role

Working in a fast-paced environment, the Customer Account Rep I & II will be responsible for providing Administrative Support / assistance for various technologies in Ruckus products to our Enterprise customers. The CSR will work with employees, customers, VARs & Distributors to ensure the quality and reliability of the Ruckus product.

Qualifications

• Minimum Diploma or Graduation

• 3+ years of experience in customer service

• Familiarity with CRM systems and practices

• Customer orientation and ability to adapt/respond to different types of customers around the globe

• Strong customer handling skills and active listening

• Ability to communicate clearly and professionally, both verbally and in writing.

Soft Skills

• Willingness to work in a fast paced and challenging work environment.

• Ability to multi-task, prioritize, and manage time effectively.

• Able to prioritize workload efficiently ensuring that all customer queries are resolved to closure and the customer’s satisfaction.

• Willing to go the ‘extra mile’ and to view customer excellence as a personal objective.

• Excellent oral and written communication skills.

• Ability to find a solution for or to deal proactively with work-related issues.

• Willingness to work a flexible schedule and occasional overtime when needed.

• Possess a strong work ethic and a team player.

Responsibilities

• Answer incoming calls, Chats and cases via Support portal

• Create / Triage cases and route it to the appropriate team

• Resolving all Account, Contact & License related quires

• Review and resolve customer issues related to account administration, contract entitlements, product registration, web-based support access, etc. by adhering to Ruckus Policy and Procedures

• Liaise between IT and Customer on complicated Licensing issues

• Liaise between Logistics and Customer on RMA cases

• Generate clear and concise documentation in the form of case notes.

• Discuss with Leads on cases that require assistance from other cross functional teams or other complicated issues.

• Educate customers regarding self-help / Articles availability on Support portal.

• To ensure adherence of all case management rules which will help in the right and a quicker resolution and hence maintain a manageable backlog

• KRAs include:
• Ease of doing business / CSAT
• Time to Close / Time to Resolve
• % Cases closed with the same day
• Active Backlog / Aged Backlog

• FCR (First Contact Resolution)
• Productivity
• KB Contribution

Why Join Us?
Vistance Networks shapes the future of communications technology, pushing past what is possible. We deliver solutions that bring reliability and performance to a world always in motion. Our global team of innovators and employees are trusted advisors who listen to customers first, then deliver value.

RUCKUS Networks delivers purpose-driven enterprise networks that enable superior business outcomes in demanding environments. Our solutions combine AI-powered automation, proactive network assurance, and context-aware security, providing exceptional performance with simplified management.

If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next…..come connect to your future at Vistance Networks.

Vistance Networks is an Equal Opportunity Employer (EEO), including people with disabilities and veterans.

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