Analyst

eClerx LLC; Sahibzada Ajit Singh Nagar; On-site; INR 300,000 - 500,000; Full time

Job summary

eClerx LLC is seeking motivated individuals for the role of Outbound Voice – Analyst in Sahibzada Ajit Singh Nagar, India. As a Technical Support Agent, you will make outbound calls to assist customers with technical issues, providing solutions and ensuring satisfaction.

The ideal candidate should possess excellent communication skills and a strong problem-solving aptitude. A Bachelor's degree is preferred, along with prior experience in customer service or technical support.

Qualifications

• Strong verbal and written communication skills are essential.
• Demonstrated ability to troubleshoot technical issues.
• Calm and patient demeanor when dealing with customers.

Responsibilities

• Make outbound calls to customers to troubleshoot issues.
• Provide clear instructions and guide customers through solutions.
• Document all interactions accurately in the system.

Skills

Excellent communication skills

Strong problem-solving abilities

Attention to detail

Technical aptitude

Familiarity with CRM software

Education

Bachelor's degree in any field

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

Bachelor's degree in any field is preferred.