Responsibilities:
Working from a
standard protocol and utilizing documented processes to respond to clients'
issues. Some judgment may be used to supplement the outlined process.
Successfully resolve simple to moderate technical issues (related to hardware
and software) from incoming client's contacts and proactive notification systems.
Respond to service, product, technical, and client-relations questions on
subjects such as features, specifications, and repairs on current and
discontinued products, parts, and options, based on client entitlement (for
example more complex warranty).Begin to proactively assist clients to avoid or
reduce problem occurrence. Work is often reviewed by the Supervisor or Team
Lead.
Knowledge and Skills:
Articulate in
excellent written and verbal communication skills. Experience in client-facing
roles either remote or face-to-face. Computer proficiency with applicable
software applications. Demonstrated problem-solving skills. Accuracy in data entry.
Excellent fluency in language to be supported. Experience in a phone-based
remote role, e- support, e-chat, or similar. Familiarity with computer
technology.
Desirable:
Knowledgeable in call routing and case management processes as well as case
logging systems and obligation systems.
Profile:
1. Troubleshooting
Hardware/Networking/OS related queries of our global Clients over Phone.
2. Take calls from
Global clients and initiate the right response to them, positively and
professionally.
3. Deal with a wide
range of products using a powerful information database.
4. Provide remote
solutions to problems, inquiry problems, and explain the solution in such a way
that non-technical users understand.
5. Good
Communication skills are Mandatory.