AntiVirus Voice And Chat Process

Vrinda International; Jaipur; On-site; INR 240,000 - 320,000; Full time

Job summary

Vrinda International is seeking a dedicated professional to manage the Antivirus Voice & Chat Process within IT Services. You will provide immediate technical assistance, resolve antivirus-related queries, and ensure customer satisfaction through effective communication.

The role requires handling complex issues via voice and chat, acting as the primary contact for users facing security software challenges, and maintaining high standards of service while meeting speed requirements.

Qualifications

• Proficiency in antivirus technologies and general technical support principles.
• Ability to perform basic troubleshooting across operating systems and software environments.
• Excellent customer handling, empathy and communication, with typing speed of at least 35 wpm.

Responsibilities

• Provide expert technical support for antivirus installation, updates and configuration.
• Diagnose and troubleshoot issues reported via voice calls and live chat.
• Resolve inquiries with accurate information on security protocols and software function.
• Escalate critical incidents when necessary and maintain high service quality.
• Manage customer interactions professionally and guide users through steps to resolve issues.
• Communicate clearly to guide users through troubleshooting and resolution.

Skills

Antivirus technologies

Troubleshooting

Customer resolution

Problem-solving

Empathy & patience

Communication skills

Typing 35 wpm

Job description

Job Description

Summary

We are seeking a dedicated professional to manage the AntiVirus Voice & Chat Process within the IT Services sector. This role is pivotal in delivering immediate technical assistance and ensuring customer satisfaction through effective communication. The position requires an individual capable of resolving complex antivirus-related queries via voice and chat channels, serving as a primary point of contact for users facing security software challenges.

Responsibilities

• Provide expert technical support regarding antivirus software installation, updates, and configuration.
• Diagnose and troubleshoot common technical issues reported by clients through voice calls and live chat interfaces.
• Resolve customer inquiries efficiently, ensuring accurate information is conveyed regarding security protocols and software functionality.
• Apply strong problem-solving abilities to address unique user scenarios and escalates critical incidents when necessary.
• Manage customer interactions with professionalism, maintaining a high standard of service quality and rapport.
• Deliver clear and concise communication to guide users through troubleshooting steps and resolution processes.
• Maintain a typing speed of at least 35 words per minute to ensure timely responses in chat-based support environments.

Requirements

• Proficiency in antivirus technologies and general technical support principles.
• Demonstrated ability to perform basic troubleshooting on various operating systems and software environments.
• Proven track record in customer query resolution and handling high-volume support interactions.
• Strong problem-solving capabilities with a logical approach to diagnosing technical faults.
• Excellent customer handling skills with a focus on empathy and patience.
• Solid background in customer support operations and service delivery.
• Exceptional communication skills, both verbal and written, to interact effectively with diverse client bases.
• Typing proficiency meeting or exceeding 35 words per minute.