As Technical Support Associate, you are expected to address customer challenges and queries through chat support and ensure effective resolution to the challenges the customer encounters
Ensure customer satisfaction and quality parameters are met for the resolutions provided
Ensure that you delight customers and help in retention by providing customer experience that would enhance stakeholder's value
Roles & Responsibilities
Effectively address customer queries by understanding challenges faced by the customer
Ensure you meet set process for addressing customer queries
Understand customer expectation clearly through effective probing
Document reasons for customer dissatisfaction for all the queries and the challenges faced
Understand and upgrade product and process knowledge to meet required standards of customer resolution on an ongoing basis
Set high levels of performance standards for the given process/ account
Ensure you understand expected performance standards and metrics to be achieved for a given process/ account
Look for areas of improvement in the process and provide insights to your Supervisors to enhance customer delight
Follow the learning management process to remain current and updated on required skills and knowledge required for the position
Learn, help and support fellow members in the team in meeting desired performance standards for a given process/ account
Bring right attitude to the work place that complements and enhances the work culture
Always Think like a winner
Basic understanding on:
Computer Operating Skills File/ Memory/ Keyboard Management, Installing and uninstalling software, basic troubleshooting, keyboard shortcuts.
Operating System Knowledge of hardware RAM, HDD, devices. Knowledge of OS Mac or Windows. Control Panel and basic hardware troubleshooting.
Internet Concepts Knowledge of IP, DNS. Search Management. Internet and browser understanding and basic troubleshooting.
Communication Skills Moderate to High
Written English Grammar correct
Typing Speed above 25 wpm>
Ability to learn
New ways of thinking and doing
Adaptive to team and organization
Open for feedback and learning
Proactive and high energy
Academic Qualifications: Undergraduate and above in any stream.
Years of Experience: 0 - 4 years working experience desired
Type of Experience: BPO experience will be a plus, freshers are also eligible.
Local candidates matching to above skill set submit resume.