- Written test ( in person)
- Interview F2F
- Under general supervision, in a 24/7 in-bound call center environment, Technical Support Representatives will provide technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions.
- Solutions include, but are not limited to,
- resolving username and password problems
- uninstalling/reinstalling basic software applications
- verifying proper hardware and software set up
- power cycling equipment,
- assisting with navigating around application menus and troubleshooting email issues. Support will be provided by clearly communicating technical solutions in a user-friendly, professional manner.
- Representatives will perform related work as required.
- Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
- Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more
- Research required information using available resources
- Follow standard processes and procedures
- Identify and escalate priority issues per Client specifications
- Redirect problems to appropriate resource
- Accurately process and record call transactions using a computer and designated tracking software
- Offer alternative solutions where appropriate with the objective of retaining customers and clients business
- Organize ideas and communicate oral messages appropriate to listeners and situations
- Follow up and make scheduled call backs to customers where necessary
- Stay current with system information, changes and updates
- Candidate Should have ability to speak and write clearly and accurately and Proper phone etiquette
- Candidate must have demonstrated proficiency in typing and grammar
- Knowledge of relevant software computer applications and equipment
- Knowledge of customer service principles and practices
- Candidate should have effective listening skills
- Willingness to co-operate with others and work to the greater good
- Multi-tasking capabilities
- Weekend working availability on a Saturday & Sunday
Education:
B.Tech/B.E.
Work Experience:
0 - 0 Years
Salary
3 - 3.6 LPA
Industry
ITeS/BPO