Technical Customer Support Representative

Location

Chennai | India

Job description

Hiring International Calling/Voice Experts !!

Experience - 1 to 5 years

Work location - Ambattur

Shift - Night Shifts

Education- Graduate mandate

Mandatory Skills - International voice experience, Good Communication, Fluency, Quick learning attitude, Customer service skills, Active Listening skills, Email Etiquette, Chat Support.

Drop your resume at [HIDDEN TEXT]

Job Responsibilities :

• Gain an understanding of the product line and the role in supporting products/ customers
• Flexible to work in US shift timings (Preferably Later PST)
• Handle incoming calls / chat and process/complete tasks identified in cases received through CMS & CRM portal
• Remain empathetic and concerned in resolving the customer's issue
• Provide support by creating cases, conducting & documenting initial discovery and escalating when necessary as per process
• Case management & ownership as per process
• Must be able to handle concurrent chats
• Flexible to shift between phone, chat silos as per requirements
• Adhere to established SLAs, and productivity/performance goals
• Discussing trouble-ticket activity and incidents in person / virtual meetings with team management

Desired Profile:

•Handle calls customer queries / issues - Efficient dealing of complaints to completion and enabling satisfaction of customer, Follow-up with customer for resolution

•Responsible to adhere to schedule - Being regular to the work, does not show late to shifts, Does not take excessive long breaks

•Responsible to document all calls in CRM Tools - 100% recording of call information in CRM

•Attending Team Huddles - Acquiring knowledge about the newly released products, Receiving feedbacks positively from TLs, Reporting to supervisor on day-to-day events

•Ensure compliance to all process and procedures in organization - Follow all policies and procedures defined by the organization and updated from time to time, Compliance to organizational policies and processes Diversity, Equality & Inclusion

Qualification:

• Education: Any graduation
• Experience: Min 0.6 -3 years of working in the international call center environment providing customer/technical support (Voice process)
• English level: Excellent written and verbal communication skills (B2 CEFR level)
• Typing skills: Type at least 35 WPM
• Domain: Should possess knowledge on basic hardware/networking and good understanding on Wi-Fi functionality

Technical skills:

• Good knowledge of hardware and networking
• Domain knowledge of Cable modem/ Gateway and Doc-sis version would be an added advantage
• Understanding of cable signal level required for good internet connectivity
• Knowledge on Different ISP's, Point of Sales for routers and modems
• Understanding of Ethernet cables, RJ cables, Wi-Fi Standards
• Should have knowledge on IP address, Subnet masks , Firewall

DESIRED PROFILE:

• Customer centric attitude
• Excellent communication skills (B2 CEFR level)
• Good team player
• Willingness to work in night shift (Preferably in later PST)
• Work as per the project's requirement
• Understand the need of internal and external customers
• Take ownership and strive for excellence!
• Passionate about technology and inclination towards networking
• Looking to make a career in technology /networking

Please share the below details :

Total years of experience –

Relevant years of experience in International voice -

Current CTC –

Expected CTC –

Notice Period –

Current Location –

Reason for job change –

DOB –

Ready to work from Chennai office -

Comfortable to work in night shifts/rotational offs -

Job tags

Salary