Location
Noida | India
Job description
Overview:
As a TSR (Technical Support Representative) you play a critical role in providing technical assistance and support to our customers. Your expertise and guidance ensure that our customers have a seamless experience with our products and services fostering loyalty and satisfaction.
Key Responsibilities:
- Handle inbound and outbound customer calls and emails professionally and effectively
- Diagnose and troubleshoot technical issues guiding customers through solutions
- Provide accurate and timely responses to customer inquiries
- Document all customer interactions and issue resolutions
- Escalate complex technical issues to appropriate internal teams
- Contribute to the knowledge base by drafting clear and concise support articles
- Assist in testing and quality assurance for new product releases
- Collaborate with crossfunctional teams to improve overall customer experience
- Meet individual and team performance targets
- Stay updated with product knowledge and industry developments
- Contribute to a positive team culture through effective communication and collaboration
- Adhere to set procedures and policies
Required Qualifications:
- Bachelor s degree in Computer Science Information Technology or related field
- Proven experience in technical support or customer service role
- Proficiency in using help desk software and remote support tools
- Strong analytical and problemsolving skills
- Excellent written and verbal communication skills
- Ability to multitask and prioritize in a fastpaced environment
- Solid understanding of technical troubleshooting and problem diagnosis
- Experience with CRM and ticketing systems
- Ability to adapt to new technologies and software applications
- Sales skills to identify potential upsell opportunities
- Certifications in relevant technologies (e.g. Microsoft Certified Professional CompTIA A)
- Good understanding of network infrastructure and protocols
- Ability to work flexible hours including weekends and holidays
- Strong time management and organizational skills
communication,customer service,multitasking,time management,sales skills
Job tags
Salary
