Analyst

eCerx; Chandigarh; On-site; INR 200,000 - 320,000; Full time

Job summary

eCerx is seeking a capable Technical Support/Customer Service professional based in India to address customer issues, diagnose root causes, and guide clients through troubleshooting steps. You will document interactions, escalate when needed, and follow up to ensure resolution and satisfaction.

The role emphasizes clear communication, patience, and a technical aptitude to learn new technologies, with prior tech-support experience preferred.

Qualifications

• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and attention to detail.
• Ability to remain calm and patient with frustrated customers.
• Technical aptitude and ability to quickly learn new technologies.
• Previous experience in technical support or customer service preferred.

Responsibilities

• Address reported technical issues.
• Listen actively to customers and diagnose root cause.
• Provide clear troubleshooting steps to customers.
• Guide customers through troubleshooting processes and ensure understanding.
• Utilize tools and resources to resolve issues efficiently.
• Document all interactions and resolutions in the customer database.
• Escalate unresolved issues to appropriate teams for further investigation.
• Follow up to ensure issues are fully resolved and customers are satisfied.
• Adhere to company policies and procedures at all times.

Skills

Communication skills

Problem solving

Patience

Technical aptitude

Tech support experience

Education

High school diploma or equivalent

Tools

CRM software

Job description

Batch: 2023/2024/2025/2026.

Key Responsibilities:

• Address reported technical issues.
• Listen actively to customers' concerns and accurately diagnose the root cause of the problem.
• Provide clear and concise instructions to customers on troubleshooting steps.
• Guide customers through troubleshooting processes, ensuring they understand each step.
• Utilize various tools and resources to identify and resolve technical issues efficiently.
• Document all interactions and resolutions accurately in the customer database.
• Escalate unresolved issues to appropriate internal/external teams for further investigation.
• Follow up to ensure that their technical issues have been fully resolved and they are satisfied with the outcome.
• Adhere to company policies and procedures at all times.

Requirements:

• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and attention to detail.
• Ability to remain calm and patient when dealing with frustrated customers.
• Technical aptitude and ability to quickly learn and understand new technologies.
• Previous experience in a technical support or customer service role is preferred.
• Familiarity with CRM software and call center technology is a plus.
• High school diploma or equivalent; additional technical certifications are a bonus.