Technical Support Engineer

Years of Experience:

1 - 3 years of experience in Technical Support / BPO industry, preferably both in chat and Voice process.

Freshers can also apply.

Mandatory Skills:
Excellent communication skills in English (both spoken and written)
Basic to advanced knowledge of computers (software)
Working knowledge of internet and networking
Typing speed - minimum 35 wpm with 100% accuracy
Attention to detail is a must along with accuracy in the chats
Ability to follow instructions as directed
Willingness to work in 24 x 7 work environment

Desired Skills:
Self-motivated with excellent interpersonal skills
Innovative and self-starter
Ability to work with minimum supervision
Detail and analytical orientation
Problem solving and conflict resolution skills
Demonstrated ability to work in a fast paced environment
Ability to respond to common inquiries or complaints from customers
Must be well organized and driven to meet deadlines

Job Description:
TSE will be responsible to provide chat and voice support to our international clients in US, Canada and UK.
TSEs should have the ability to handle multiple chats simultaneously.
Responsible to provide timely and effective resolutions to our clients on basic to complex technical support queries via chat and calls
Responsible for responding to customers in an efficient and professional manner
Handles and resolves technical queries; identifies and escalates accordingly
Meets expectations regarding productivity as defined by the process or manager
Escalates necessary cases to the right level within the defined LOB (Line Of Business)
Ensures compliance with all company and departmental policies, procedures, and Guidelines
May be required to perform other tasks as requested, assigned, or directed
Focus to achieve 100% customer satisfaction and fully responsible to delight customers with satisfactory service levels
Flexibility to work extended hours with minimal notice during high volumes
Working days: 5 days a week - Weekly off: 2 days (Rotational) and not necessarily (Saturday / Sunday)