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Job Description:
Position responsibilities
Maintain a positive and professional attitude towards customers.
Provide support across a variety of platforms, including chat, live email, instant messaging, and phone (voice calls).
Be flexible to work in a 24x7 service environment as per the business needs which might include night and weekend shifts
Troubleshoot basic technical problems, identify customer needs, and develop creative solutions to address them.
Promptly and independently resolve incidents and escalations, with effective communication to all stakeholders internally and externally.
Maintain response and resolution speed as defined by SLOs;
Keep high customer satisfaction scores and follow quality standards in 95% of cases.
Utilize existing troubleshooting tools and techniques to establish root cause for queries and provide a customer facing root cause assessment.
Provide high-touch assistance to highest Tier customers, build in-depth understanding of most pressing customer issues.
Contribute to creating and updating a support knowledge base, you will have a passion for learning and knowledge sharing.
Minimum qualifications
BTech/BE Information Technology/Computer Science degree/ BCA or BSc computers or equivalent practical experience with a strong academic record
Excellent verbal and written English language skills
Strong attention to detail and a proven ability to balance multiple priorities
0-18 months experience in Technical Support/Customer service operations/ Troubleshooting/Campaign Optimisation in any company
Preferred qualifications
Front-end web programming experience in HTML or JavaScript, as well as proficiency writing SQL queries
Basic understanding of networking concepts
Basic understanding of web protocols such as HTTP, DNS, SSL/TLS, etc
Ability to go beyond help center articles and understand the technical system to resolve customer queries
About Company:
