Tier 1 Product Support Technician
Premiere Global Services
Mumbai, IN
7d ago

Overview

PGi is a global provider of solutions that enable organisations to communicate more efficiently and effectively with their customers.

We offer full-featured audio conferencing and collaboration tools, high-impact web conferencing and webcasting solutions, and unprecedented capabilities for event hosting.

Our customers benefit from anytime / anywhere access, global scalability and the freedom to pick the precise collaboration tools and environments they need.

Headquartered in Georgia, and with presence in 22 countries worldwide, PGi delivers solutions to an established customer base of over 47,000 companies, including nearly 80% of the Fortune 500.

For over 25 years, our success has been built on delivering superior technology and impeccable security whilst focusing on meeting the needs of our clients.

We are currently recruiting for a motivated English speaking Customer Service Consultant.

PURPOSE

  • Responsible for providing effective client service for all internal and external clients by demonstrating exceptional customer service skills;
  • utilising technical expertise and familiarity of company products and procedures.

    RESPONSIBILITIES

  • Ensure that clients receive quality service and requests in an efficient, knowledgeable, and timely manner by scheduling future conferences, running attended conferences
  • Answering or returning internal and external queries with an efficient, knowledgeable, and timely manner
  • Providing real time conference assistance
  • Reporting problems as necessary to minimize impact to clients
  • Researching and resolving client complaints and concerns
  • Ensure that daily systems operations in the department are running smoothly and efficiently by assisting with software and hardware testing;
  • Reporting any concerns about system functionality to the appropriate personnel
  • Compiling Statistical data for report creation and future use
  • Performing other duties that may be required to enhance customer support or aid the company in achieving its objectives
  • Ensure that clients (internal and external) are continually provided adequate and professional communications by answering calls from sales representatives providing usage information and troubleshooting problems
  • Proactively contacting clients regarding on-going issues
  • Handling clerical duties relating to the conference calls, performing various CD duplication procedures
  • SKILLS AND ATTRIBUTES

  • Fluency in English is essential
  • Fluency in a second language would be an advantage
  • Minimum of 1 to 2 years Customer Service experience
  • Excellent speaking voice
  • Accurate typing of approx 30 wpm
  • Excellent working knowledge of Microsoft applications essential
  • Excellent interpersonal and communication skills (both written and verbal)
  • Problem resolution skills
  • Accuracy and attention to detail is essential
  • Excellent organizational and prioritisation skills
  • Ability to work well both independently and in a team environment
  • Ability to work alternate shifts is a job requirement
  • Ability and flexibility to perform all other job-related and ad-hoc duties as required.
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