Technical & Business Operations Agent

Serve as first point of contact for incidents and service requests from end-users

Job Skills -

• Handling offline tickets. Need to work on varies fallouts/exceptions
• Working with field engineers/ technicians to identify, advise and resolve live issues
• Assist and fixing devices and equipment s with technicians on live chats
• Responsible for taking control of and resolving Complex Technical and Escalated customer issues
• Provide Technical support with Issue resolution via Phone/Chat/Email electronic medium
• Perform Activation/Deactivation & handle other technical Issues using client specified tools
• Identify and provide inputs on unique (or) recurring customer problems
• Be a champion of client specific Tools, Troubleshooting Procedures & Provide Knowledge base feedback at all appropriate times to SME/TM.
• Maintains/builds relationships with other groups that impact the domain/technical aspect our support. (Ex: Tier-2, Customer Care Etc.)
• Deliver efficient, effective, professional and courteous service to intermediaries and customers
• Address all customer and agent requests and queries within established timeframes and service levels
• Take follow up action in respect of customer queries, requests and complaints and ensure effective closure
• Be proactive towards service level timelines and quality metrics as defined in the delivery model
  Analyzing problems & Providing Solutions

Mandatory Requirement:

Experience - 6 months to 3 years - BPO Voice/Chat/Back office Experience (Preferred - Telecom/Order management)
Qualification -BCA/BCS/BSC/BCOM/BA/ BTech - Only full time graduates

Work Related Requirement:

Excellent communication skills, both spoken and written with good comprehension of English language
Voice skills - Good to have but not mandatory. Berlitz test by Amdocs will be taken.
Logical & analytical skills to investigate and suggest solutions
Knowledge of computers - MS Office, understanding of software and hardware terminologies
Interact with other departments/teams through chats/emails
Ability to work independently within clearly defined parameters
Ability to learn quickly with a sense of ownership
Candidate should be ready to work in rotational shifts, mostly night shifts (including weekends)

• You will have a wide scope of activities
• You will have excellent products and solutions
• You will have scope for professional development