Technical Support Representative | HR Akanksha | Noida

Technical Support Specialist


Responsibilities:

• Manage various client interactions simultaneously, including Jira tickets, phone calls, chats, and emails, ensuring proper follow-up for resolution.
• Swiftly identify and evaluate customers needs to determine the best approach to appropriately solving the inquiry satisfactorily.
• Offer precise, valid, and comprehensive information utilizing suitable methods and tools.
• Cultivate and maintain relationships with clients, keeping detailed knowledge of applications and internal processes or procedures.
• Initiate triage and participate in troubleshooting discussions and investigations to assist in resolving client-reported issues or questions.
• Respond to inquiries related to configuration and operations by testing and reviewing available client documentation.
• Coordinate internally to support clients during incidents, problem resolution, and long-term remediation plans, initiating triage participation for critical incidents.
• Professionally interface with clients and internal departments to report and resolve client-raised issues.
• Track client inquiries using an online case tracking system.
• Answer escalated calls from the P1 (priority 1 issue) line

Requirements and skills:-

• 2-3 years Call Center Experience
• Bachelors degree a plus
• Good organizational skills
• Excellent verbal, written and interpersonal communication skills
• Outstanding client service skills and dedication to providing exceptional client care
• Exceptional listening and analytical skills
• Perception of client support impact on basic business metrics
• Ability to effectively deal with senior levels at both the client level and within cross functional teams
• Ability to multitask and successfully operate in a fast paced, team environment
• Must adapt well to change and successfully set and adjust priorities as needed
• Must be proficient with Microsoft Office (intermediate Word, basic Excel)
• Familiarity with CRM systems and practices a plus
• Client orientation and ability to adapt/respond to different types of characters

Must have:

• Working knowledge of SQL
• Excellent language skills
• Exceptional customer service skills
• English Versant Language Test 60 score

Other details:

5 days working | Work from Office Only | Rotational shifts
Location: Noida Sector 60
Salary: up to 12 lac per annum
No cab facility would be given from company


𝐑𝐞𝐠𝐚𝐫𝐝𝐬,
Akanksha Sharma
Phone: +91 95608 83080
Web: www.iEnergizer.com