Job Title: Customer Access Admin
Location: Bangalore, India (Permanent Work From Home)
Shift Timings: 7 PM IST to 4 AM IST (Inclusive of 1-hour break, shift allowances applicable)
Job Summary: Customer Access Admin
Enverus is a leading energy SaaS company offering cutting-edge predictive and prescriptive analytics to help customers make informed decisions and increase profitability. As a Customer Access Admin, you will play a crucial role in managing customer accounts, troubleshooting login and data-related issues, and ensuring smooth user access to our platforms.
This role requires strong problem-solving skills, excellent communication abilities, and the capacity to work in a dynamic environment while ensuring customer satisfaction. If you are looking for an opportunity to grow in a fast-paced, technology-driven company, this is the perfect role for you.
Key Responsibilities: Customer Access Admin
- Troubleshoot and resolve technical issues related to customer accounts and access.
- Respond to internal and external stakeholder issues within agreed SLAs.
- Escalate complex issues to the appropriate teams while ensuring proper tracking and resolution.
- Assist support agents in resolving customer login and data-related problems by identifying the root cause and explaining solutions.
- Stay up-to-date with new products, services, and system updates to provide the best possible support to customers.
- Process tickets related to account renewals, upgrades, and new client setups within specified SLAs.
- Ensure consistency of customer account data across multiple databases.
- Maintain internal documentation and resources for team members while assisting in training new employees.
- Provide first-level support for Enverus software applications, products, and services via email.
- Respond effectively to customer queries by using active listening and personalized problem-solving approaches.
- Record and track customer interactions in helpdesk ticketing software.
- Analyze reported issues to assess their impact and drive prioritization discussions.
- Collaborate with Senior Customer Support Analysts to resolve escalated tickets.
- Contribute to process improvements to enhance customer satisfaction and operational efficiency.
- Perform additional tasks as assigned by the manager.
Required Qualifications and Skills: Customer Access Admin
- Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field.
- 1+ years of experience in customer support, technical support, or a similar role.
- Strong troubleshooting skills with the ability to diagnose and resolve technical issues efficiently.
- Proficiency in ticketing systems and CRM tools (e.g., Zendesk, Salesforce, ServiceNow).
- Excellent written and verbal communication skills in English.
- Ability to work independently as well as in a team-oriented environment.
- Strong organizational and time management skills to handle multiple tasks simultaneously.
- Familiarity with SaaS applications, cloud-based software, or access management is a plus.
- Willingness to work in night shifts, including rotating holidays and weekends.
Benefits:
- Permanent work-from-home opportunity.
- Competitive salary with shift allowances.
- Performance-based variable compensation.
- Professional development and training programs.
- Growth opportunities within a dynamic and fast-paced organization.
- A supportive work environment with a strong focus on work-life balance.
10 Interview Questions and Sample Answers for Customer Access Admin
1. Can you explain your understanding of the Customer Access Admin role?
Sample Answer: The Customer Access Admin role involves managing customer accounts, resolving login and data-related issues, and ensuring seamless access to Enverus platforms. It requires strong problem-solving skills, technical expertise, and excellent customer service abilities to enhance user experience and satisfaction.
2. What experience do you have in customer support or technical troubleshooting?
Sample Answer: I have over a year of experience in customer support, where I handled technical troubleshooting, account management, and issue resolution. I am proficient in using CRM and ticketing tools like Zendesk and have assisted customers in resolving access-related concerns efficiently.
3. How do you handle an escalated issue that requires coordination with different teams?
Sample Answer: When an issue needs escalation, I first document all relevant details, including error messages and troubleshooting steps taken. I then communicate with the appropriate team, ensuring a clear and concise handover. Meanwhile, I keep the customer updated about the progress until the issue is resolved.
4. How would you prioritize multiple tickets with different levels of urgency?
Sample Answer: I categorize tickets based on urgency and impact. Critical system issues or login failures affecting multiple users would be prioritized over minor issues. I also ensure that SLAs are met while maintaining open communication with customers regarding resolution timelines.
5. Have you ever dealt with a difficult customer? How did you handle it?
Sample Answer: Yes, I once dealt with a frustrated customer who was unable to access their account. I remained calm, listened actively, and reassured them that I would resolve the issue. By troubleshooting step-by-step and keeping them informed, I was able to restore their access and turn the interaction into a positive experience.
6. What CRM or ticketing tools have you used before?
Sample Answer: I have experience using Zendesk and Salesforce for managing customer interactions. I am comfortable navigating these platforms, logging issues, tracking progress, and ensuring timely resolutions.
7. How do you stay updated with new products or system updates?
Sample Answer: I regularly attend training sessions, read product documentation, and participate in team discussions. Staying informed about system updates helps me provide accurate and effective support to customers.
8. What steps would you take if a customer reports they cannot log in?
Sample Answer: I would first verify their login credentials and check for any account-related issues. If necessary, I would reset their password, clear cache/cookies, and ensure their access permissions are correct. If the issue persists, I would escalate it to the relevant team for further investigation.
9. Why do you want to work at Enverus?
Sample Answer: Enverus is a leader in energy analytics, and I am excited about the opportunity to contribute to a company that leverages technology to drive informed decision-making. The role aligns with my skills in customer support and technical troubleshooting, and I look forward to growing within this organization.
10. How do you ensure a great customer experience while troubleshooting an issue?
Sample Answer: I focus on active listening, clear communication, and empathy. I ensure the customer feels heard and valued while keeping them updated throughout the resolution process. Providing step-by-step guidance and following up after resolution helps in building trust and satisfaction.