Analyst

eClerx LLC; India; On-site; INR 300,000 - 540,000; Full time

Job summary

eClerx LLC in Mohali, Punjab seeks motivated individuals for our Outbound Voice Team as Technical Support Agents. You will make outbound calls to customers reporting technical issues and troubleshoot to provide effective solutions.

The role requires calm, clear communication, strong problem-solving, and technical aptitude; prior tech support or customer service experience is preferred. Bachelor’s degree is preferred; additional technical certifications are a bonus.

Qualifications

• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to stay calm and patient with frustrated customers.
• Technical aptitude and quick learning of new technologies.
• Previous experience in tech support or customer service is preferred.

Responsibilities

• Make outbound calls to customers to address reported technical issues.
• Listen and diagnose the root cause of problems.
• Provide clear troubleshooting instructions to customers.
• Guide customers through troubleshooting steps and ensure understanding.
• Use tools and resources to identify and resolve issues efficiently.
• Document interactions and resolutions in the CRM database.
• Escalate unresolved issues to appropriate teams.
• Follow up to ensure issues are fully resolved and customers are satisfied.

Skills

Clear communication

Problem-solving

Technical aptitude

Customer-centric

Calm under pressure

Learning ability

Education

Bachelor's degree

Tools

CRM software

Call center tools

Job description

We are seeking motivated individuals to join our Outbound Voice Team as Technical Support Agents. In this role, you will be responsible for making outbound calls to customers who have reported technical issues with our products or services. Your primary objective will be to troubleshoot the reported problems and provide effective solutions to resolve them.

Key Responsibilities:

• Make outbound calls to customers to 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.

Education: Bachelor's degree in any field is preferred.

Job Info

• Job Identification 80219
• Locations 7th Floor A B C, BESTECH BUSINESS TOWER UNIT 711, Mohali, Punjab, 160062, IN