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Technical Support Associate

1.00 to 6.00 Years   Noida   18 Nov, 2022
Dna Hr Services
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaTechnical Support / HelpdeskCustomer Service (International)
EmploymentTypeFull-time

Job Description

    Position SummaryProvides top quality customer service / technical support to all customers of the account / program. Attends to customer queries, concerns and issues regarding services and/or sales orders and submits accurate data/reports on customer queries/sales orders. Takes advantage of every customer interaction as an opportunity to create customer loyalty, reduce customer attrition and increase the clients competitive advantage over the other key players in the industry. Interacts with a team of CSRs/TSRs and supports the Team Leader in all initiatives aimed at driving individual and team performance and attaining individual / team goals.Functional Responsibilities
    1. Provides expedient and accurate customer service to all client customers. Addresses customer concerns, queries, issues, complaints and/or places sales orders and product information requests. Prepares reports by accessing account database, analyzing the information contained and providing useful accurate and appropriate data.
    2. When necessary, escalates complex customer interactions to the appropriate party as designated and identified for each issue, specially when these issues, concerns, complaints and queries are beyond ones jurisdiction and scope of knowledge.
    3. Performs callbacks/return calls to customers when initial calls are received during system downtimes. Ensures that the necessary customer care/inbound sales process and procedures are carried out in call backs.
    4. Takes the initiative to be updated with the latest account information from the client by reading e-mail updates sent and attending recurrent training sessions. Ensures ones own understanding of account / program updates and applies this in daily work.
    5. Acts as a team player, interacting with fellow CSRs/TSRs and contributing to team cohesion. Supports the Team Leader in all initiatives aimed at driving individual / team performance and attaining individual / team goals. Participates in team evaluations as scheduled by the Team Leader to identify reasons behind actual performance.
    6. Monitor ones own performance against established metrics and ensures attainment of these metrics to effect oveall account / program success. Solicits feedback from fellow CSRs/TSRs and the Team Leader on how to improve current performance.
    7. Maintains ownership and accountability for ones own performance, initiating regular interaction with the Team Leader for coaching, mentoring, and acquiring performance feedback. Seeks out increased work activities that intend to hone skills, competencies and work behaviors and prepares oneself for higher responsibilities.
    Internal CustomersOperations, Customer Experience and Learning Services teamsExternal CustomersClient customersEducationBachelors degree in any fieldRequired CertificationClient-specific certificationWork ExperiencePrevious work experience in technical troubleshooting is requiredTechnical SkillsProficiency with MS Office applications (i.e. Excel, MS Word, PowerPoint, etc.). Basic L1 Technical Knowledge related to Internet; Landline; ISP; Wifi; DTH; Optic TV and FibreOther SkillsExcellent oral and written English communication skills with professional communication skills both verbal and written business correspondence. Adaptive to changing work schedules and working hours. Active listening skills. Operates with minimal supervision. Customer orientation. Time Management and Multi-tasking skills. Detail-oriented, Analytical, Problem-Solving and Decision-Making skills.

Keyskills :
technical supportremote desktopprinter supporthardware supportit helpdeskdesktop supportnetwork support

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