Primary Skill: Excellent
written, verbal, listening, analytical and logical skills
Secondary Skill: High
Communication/Technical Aptitude Skills
Technical Environment: Operating
Systems like Window 7, 8,8.1 and 10 & Mac
Key roles and Responsibilities:
·
Provide effective and timely
resolution for all voice and non-voice interactions (phone, email, self-service
tickets, chats and voicemail) with end users
·
Analyze and resolve incidents
and service requests regarding use of application software or hardware
·
Document every incident and
support request in the CRM tool and ensure the tickets are closed or escalated
as appropriate
·
Should have basic knowledge
about computer software and hardware
·
Should stay informed about
ongoing issues/outages, changes in environment that are communicated via email
and other channels regularly
·
Customer Satisfaction Survey
scores, Contact Quality, First Call Resolution, and Schedule Adherence and
participate in individual/group coaching sessions
·
Create a positive customer
support experience and build strong relationships through deep problem
understanding with a consummately professional attitude
·
Should be a self-motivated
achiever who gains satisfaction from providing excellent customer service
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