Customer Technical Support

Job Description:

Job Title : Tech Support Engineer

Exp : 2+

Location : Chennai

Notice : Immediate to 15 days

CUSTOMER SERVICE REPRESENTATIVE SKILLS AND QUALIFICATIONS:

Minimum of bachelors degree or Diploma or Equivalent Technical Qualification or Certification

Customer Handling Skills (Exposure in handling International Customers)

Excellent Communication Skills (Oral & Written)

Intermediate Hardware, Software & Networking knowledge

Strong Interpersonal Skills & Exposure to working across multi-cultural workforce

Flexible to work in shifts (24/7) environment, Quick Learner

Quality Focus, Problem Solving Skills, Market Knowledge

Documentation Skills, Listening Skills, Email / Chat etiquettes

Analyzing Information, Go in to the details, Logical Troubleshooting Skills, Multi-tasking

Flexible to travel frequently Domestic / International

Good to have - a valid passport

CUSTOMER SERVICE REPRESENTATIVE JOB DUTIES:

Incident Management Ticketing Process Taking Ownership of issues end to end and maintaining the confidentiality of the Customer Information and recording every bit of information on the CRM

Resolve customers issues with respect to Product, Software, Hardware, Replacement or Enquiry

Drill down and identify the root cause of the issue and accurate reporting of the same to other departments

Provide best possible solution to the customers and expediting speedy resolution to the customers

Suggesting any Sales Leads / Opportunities with the Customers to the Sales Team

Prepare product or service reports by collecting and analysing customer provided information and passing it on the relevant teams internally

Contribute to team effort by accomplishing related results as needed

Generate sales leads and maintain a good rapport with the POCs, build sustainable relationships of trust through open and interactive communication

Go the extra mile to engage customers

Weekly, Monthly submission or reports / timesheets submission on time

Ownership of Cases lying in your bin, regular follow ups and feedbacks to the internal teams.