Analyst

eClerx; Mohali; On-site; INR 240,000 - 360,000; Full time

Job summary

eClerx is seeking an Outbound Voice – Analyst for our Mohali team. You will join the Outbound Voice Team as a Technical Support Agent, responsible for making outbound calls, troubleshooting reported problems, and guiding customers through effective solutions.

Education includes a Bachelor's degree preferred, plus strong communication, problem-solving, and CRM familiarity. The company emphasizes equal opportunity employment and opportunities for hands-on experience in a global setting.

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 technical support or customer service preferred.
• Familiarity with CRM software and call center tools is a plus.
• High school diploma or equivalent; technical certifications are a bonus.

Responsibilities

• Make outbound calls to address reported technical issues.
• Listen to customers to diagnose root cause.
• Provide clear troubleshooting steps to customers.
• Guide customers through troubleshooting processes.
• Utilize tools to identify and resolve issues efficiently.
• Document interactions and resolutions in the customer database.
• Escalate unresolved issues to appropriate teams for further investigation.
• Follow up to ensure issues are resolved and customers are satisfied.

Skills

Outbound calling

Customer service

Technical troubleshooting

CRM software

Education

Bachelor's degree preferred

High school diploma or equivalent

Tools

CRM software

Job description

Job Description:

Job Description: Outbound Voice – Analyst

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:

1. Make outbound calls to customers to address reported technical issues.


2. Listen actively to customers concerns and accurately diagnose the root cause of the problem.


3. Provide clear and concise instructions to customers on troubleshooting steps.


4. Guide customers through troubleshooting processes, ensuring they understand each step.


5. Utilize various tools and resources to identify and resolve technical issues efficiently.


6. Document all interactions and resolutions accurately in the customer database.


7. Escalate unresolved issues to appropriate internal/external teams for further investigation.


8. Follow up to ensure that their technical issues have been fully resolved and they are satisfied with the outcome.


9. Adhere to company policies and procedures at all times.

Requirements:

1. Excellent communication skills, both verbal and written.


2. Strong problem-solving abilities and attention to detail.


3. Ability to remain calm and patient when dealing with frustrated customers.


4. Technical aptitude and ability to quickly learn and understand new technologies.


5. Previous experience in a technical support or customer service role is preferred.


6. Familiarity with CRM software and call center technology is a plus.


7. High school diploma or equivalent; additional technical certifications are a bonus.

Education: Bachelors degree in any field is preferred.

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, weve partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.

Requirements: