Job Details
Responsibilities:
Working more independently and from a standard protocol to respond to customer issues. Moderate judgment may be used to supplement the outlined process.
Successfully resolve moderate technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example warranty through enterprise).
Proactively assist customers to avoid or reduce problem occurrence. Participates in projects for process or quality improvements.
Work is reviewed periodically by Supervisor or Team Lead.
Education and Experience Required:
graduate degree in Computer science background
Experience: 2 ? 4 yrs
Desired Skills:
? Good communication skills, both oral and written
? Basic Presentation skills
? Should be an expert in MS-Office
? Should have had experience working in troubleshooting applications, handling customers.
? Email etiquette
Job responsibilities:
? Day-to-day query handling
? Technical Troubleshooting Skills
? Analytical Skills
? Coordinating with Various support teams(IT/AA&S/Business SME)
? Taking part in projects
? Support the leads to achieve Business metrics
? Facing Customer and meeting their demands
? Generate Daily reports
? Query resolution and replying to client emails
? Tracking & Maintaining data
? Meeting customer demands ( Turnaround Time & Accuracy parameters)
? Participating in business calls with clients
? Ensure internal quality is met
? Review survey responses
? Analyzing root causes and resolving
? Documenting new learnings
? Sharing new learning and best practices