Job Description

Roles & Responsibilities: -

• Working more independently and from a standard protocol to respond to customer issues. Moderate judgment may be used to supplement the outlined process.
• Successfully resolve moderate technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
• Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example warranty through enterprise).
• Proactively assist customers to avoid or reduce problem occurrence. Participates in projects for process or quality improvements.
• Work is reviewed periodically by Supervisor or Team Lead

Experience:-

• 0-5 years in Technical support for a voice-based process.
• Freshers passed out in 2019-20 can also apply having valid Marksheets/Degree.

Job Description:

1. Troubleshooting Hardware/Networking/OS related queries for our global customers over phone.

2. Previous experience in handling International clients over Email and Chat platform will be preferred.

3. Tracking SLA performance and requesting agents to expedite response / resolution process to maintain the required SLA.

4. Providing L1/1.5 assistance to the client users over Email & Chat.

5. Validating the closure

Skills Required: BPO,Networking,Technical support,Troubleshooting,International Voice Process,Customer Support,OPERATIONS,Customer Service,KPO,Hardware Support,Training,ITES,LPO