About this role
About the Role Senior Business Specialist at Xylem will provide global customer support and technical troubleshooting for U.S. customers from our Chennai, India location in a hybrid work arrangement. The role focuses on delivering timely issue resolution, product connectivity support, and excellent communication via phone and email to enable customers to get water-related solutions working smoothly. What You'll Do
- Provide senior-level customer support and technical troubleshooting for U.S. customers.
- Manage issues with priority targets (1 hour to same business day) and ensure timely resolution.
- Conduct approximately 3-5 calls per shift to establish connectivity with products.
- Monitor mailboxes and respond to customer inquiries via phone and email; log and track issues in CRM systems (ServiceNow, MS Dynamics, BMC Remedy).
- Work in a 24/7 rotational shift with a shift change every two months to ensure global coverage.
- Collaborate with global teams, contribute to process improvements, and maintain high-quality support. What We're Looking For
- Formal education: B.E degree in IT or Computer Science.
- Technical Skillset: Senior – Customer Support (U.S Customers) / Senior – Technical Troubleshooting; CRM experience (Service Now, MS Dynamics, BMC Remedy).
- SAP basics – nice to have but not mandatory.
- Batch Monitoring / Application Monitoring – nice to have but not mandatory.
- Excellent English communication and customer service skills.
- Ability to handle 3-5 calls per shift for product connectivity; 24/7 rotational shift; mailbox monitoring.
- Self-motivated, independent, detail-oriented with strong communication via phone and email.
- Preferred: 3-5 years of continuous work experience; Technical Help Desk troubleshooting experience; Global Customer Service Agent experience. Nice to Have
- SAP Basics (nice to have but not mandatory).
- Batch Monitoring / Application Monitoring (nice to have but not mandatory).
- Technical Help Desk – troubleshooting experience.
- Global Customer Service Agent experience.