Solid Systems Global
Location
Bangalore | India
Job description
Project Type: L1 Technical Support – Calls and Chats
Geography: USA
Languages: English
Agents must address customer queries related to the VoIP phone system - hard phones and softphones, via inbound calls and chats, provide resolution, and escalate unresolved queries, as necessary.
Detailed scope of work:
a. Provide first-level contact and convey resolutions to customer issues
b. Properly escalate unresolved queries to the next level of support
c. Track, route, and redirect problems to correct resources
d. Update customer data and produce activity reports
e. Walk customers through the problem-solving process
f. Follow up with customers, provide feedback, and see problems through to resolution
g. Utilize excellent customer service skills and exceed customers' expectations
h. Ensure proper recording, documentation, and closure
i. Recommend procedure modifications or improvements
j. Preserve and grow knowledge of help desk procedures, products, and services
Other details
Shift timings: Shift starts between 5:30 pm to 10:30 pm with 9 hrs. of working window(including break)
Week offs: Rotational (twice in a week)
Location: Bangalore
Salary: 28k-45k
Work Model: On-site
Job tags
Salary
