Technical Support Engineer | Noida | HR Akanksha

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

Salary: upto 12 LPA

Location: Noida sector 60

Work from office | 5 days working

Rotational shifts & weeks offs | No cab facility from company

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 ACI
• 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

Interested candidates can share CV at akansha.sharma3@ienergizer.com OR WhatsApp on 9560883080

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Regards

Akanksha Sharma

Human Resource team - iEnergizer