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BASIC

Customer Support – Voice

Pune
Posted on: 23 Sep 2021

Job details


  • NATURE OF JOB Hybrid — WFH / WFO / CW
  • CATEGORY Programming
  • SALARY RANGE Best in the industry Annual
  • EXPERIENCE 1 – 3 Years
  • JOB TYPE Full Time
  • REGIONAL PREFRENCES India
  • NO. OF VACANCIES 1

Job description


Communication and Customer Service Skills Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues Display Ownership and accountability o Quickly build trust and confidence with customer o Own and resolve customer issues efficiently, effectively and empathetically Excellent comprehension and articulation skills Excellent communication skills verbal and written Demonstrate positive attitude o Willingness to learn and open to feedback o Helpful o Patience and perseverance Analytical and Problem solving skills Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues, to resolve customer issues Problem solving skills and quick thinking to own & resolve customers issues independently, thoroughly & efficiently Able to identify sales opportunities and upselling Time Management Skills Being proactive and show the utmost respect for customer s time Good time management, ensuring all contacts with customers add value Ability to Multitask Computer skills General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc Knowledge on basic concepts of networking. Working knowledge of MS Office Mandatory requirement for experienced candidates: Technical knowledge/expertise to support technical help related queries and trouble shooting. Technical/troubleshooting knowledge of application support (SAP, Andrioid, Windows) Minimum 1 year experience in a L1 desk / tech support process providing remote support for Network Issues / Open Text / CRM support /HRC /DocuSign / Payroll app support, etc. Printer Configuration etc. Additional Desired Experience and skill set for ESD: Knowledge of S&P Domain, Applications Knowledge of F&A Domain, Applications Knowledge of SAP Effectively resolve L1 helpdesk queries as per deliverables outlined Ensure appropriate documentation of the interaction on the customer s account in the prescribed format Execute transactions as per prescribed guidelines and timelines Ensure that performance parameters are met to meet SLA targets Ensure customer/user confidentiality and data protection at all times Graduation/ Engineering Graduate/ B.Sc. (Computer Science) or any technical degree / diploma required. 2A - Experience (12-18 Months) 3A Experience >18 months Willingness to work in rotational shifts/Night Shifts,

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