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Contact Center Representative

Barracuda Networks Inc

Karnataka, India (On-site)

Contact Center Representative

1 Month ago • All levels • Administrative • Undisclosed

About the job

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Job Description

Barracuda Networks seeks experienced Contact Center Representatives to join its award-winning technical support team. This customer-facing role requires excellent customer service and communication skills. Responsibilities include answering inbound calls on a 24/7 technical support line, gathering customer information to create support cases, prioritizing support requests, transferring calls to appropriate teams, handling live chat and email, and potentially managing premium support calls. The ideal candidate possesses strong technical understanding, empathy, multitasking abilities, and a positive attitude.

Must have:

Exceptional customer service skills
Prior customer service experience
Excellent communication (written & verbal)
Technical aptitude
Problem-solving skills
Multitasking & prioritization

Good to have:

Associates Degree
Microsoft Office experience
Experience with premium support

Perks:

Team environment
Internal mobility
Opportunities for growth

Job ID 25-474

Come Join Our Passionate Team! At Barracuda, we make the world a safer place. We believe every business deserves access to cloud-enabled, enterprise-grade security solutions that are easy to buy, deploy, and use. We protect email, networks, data and applications with innovative solutions that grow and adapt with our customers’ journey. More than 200,000 organizations worldwide trust Barracuda to protect them — in ways they may not even know they are at risk — so they can focus on taking their business to the next level.

Envision yourself at Barracuda

Do you like talking with customers? Is front-line customer service a passion of yours? Barracuda Networks is looking for experienced Contact Center Representatives to join our team. This role is a customer-facing position requiring superb customer focus and soft skills. In this position, you will be answering our 24x7 main technical support line for customers and resellers who are needing technical support.

What you’ll be working on

The contact center team is responsible for answering all inbound calls for Barracuda’s award-winning technical support team
You will quickly gather pertinent information from the customer to create their support case
Having the ability to understand the customer's technical issue, prioritizing support, and transferring the customer to the correct product support team queue is critical
You should be able to quickly adapt to changing situations and show empathy for our customers who are seeking technical support
Day to day taskings can include handling inbound customer calls, outbound customer verification calls, live chat, and email case creation
As a Contact Center team member, you may be tasked with handling premium support and professional service calls. These are our white glove customers that require your absolute best

What you bring to the role

Associates Degree preferred or High School Diploma or GED
Prior customer service experience with exceptional customer service skills with demonstrated abilities in customer support and satisfaction
Microsoft Office experience
Exceptional communication, written and verbal, including telephone etiquette
Persistence and attention to detail with strong organizational skills with an ability to multi-task and prioritize assigned tasks in a fast-paced environment
Effective communication skills including comprehension, written and verbal skills
Ability to work independently with minimal management supervision, as well as part of a team. Reliable and dedicated work ethic with a demonstrated Positive attitude and willingness to learn with a “can-do” spirit
Possesses professional and courteous demeanor
Ability to quickly adapt to changing circumstances, direction, and strategy

What you’ll get from us

A team where you can voice your opinion, make an impact, and where you and your experience are valued. Internal mobility – there are opportunities for cross training and the ability to attain your next career step within Barracuda.

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