Job Overview :
First point of contact for customers calling for support. Engineer is expected to interact with customers to identify the issue, create case with correct documentation and guide the case to correct department for further troubleshooting.
Responsibilities and Duties :
Handle incoming calls for TAC.
Ability to be analyze the problem for our customers
Contribute in our effort to reduce complexity by generating new ideas / solutions
Validation of the business impact / severity.
Validate entitlement for support.
Attain a problem description.
Determine the TAC team to route the case to and confirm with the customer the next steps in the support process.
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Utilizing software, databases, scripts, and tools appropriately
Behavior & Traits :
The candidate is expected to be a confident individual who is continuously looking to drive accurate and timely resolution and deliver a low effort customer experience.
We need the candidate to be :
o A great listener, ensures thorough understanding of the support request, remaining calm in stressful situations
o Ability to deal with difficult customers and being able to multi-task on tool usage and taking effective notes whilst handling a customer call.
o Excellent documentation skills. (Documenting interactions, collecting necessary logs etc.)
o Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
o Demonstrates strong ownership of the issue and works well with other organizations taking accountability
o An out of the box thinker with ability to assess each customer knowledge levels & deal with them accordingly with ability to turnaround difficult situations, ability to assess customer profiles and deal accordingly
o Ability to ask probing questions and diffuse tense situations
Required Candidate profile
What you need : Candidates working with International Voice based customer support / Semi- Technical Support
Candidates must possess Best-in-class Communication skills to provide premium level support to our valued Customers .
Core Skills :
Excellent Soft skills to build customer rapport for an effectively controlled
Direct Customer Handling Experience
Excellent written & verbal communication skills in English
Good typing speed and ability to take notes while talking to the customer
Perks and Benefits
Salary : Not Disclosed by Recruiter
Industry : IT-Software / Software Services
Functional Area : ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category : Voice
Role : Associate / Senior Associate -(Technical)
Employment Type : Full Time, Permanent
PG - Post Graduation Not Required
Doctorate - Doctorate Not Required