Customer Support Executive

Quess IT Solutions; Bengaluru; Hybrid; INR 300,000 - 420,000; Full time

Job summary

Quess IT Solutions is seeking a customer support specialist to handle inquiries related to laptops, desktops, printers, and related products. You will provide excellent assistance during every interaction and resolve issues for internal and external customers.

Role involves day shifts with possible 24/7 support to meet SLA requirements, guiding process improvements, and coordinating with the Sales Pursuit team to ensure optimal client outcomes.

Qualifications

• Provide exemplary customer support and resolve issues across products.
• Respond to inquiries about features, specifications, and repairs.
• Assist end users to avoid or reduce problem occurrences.
• Support 24/7 shifts when required to meet SLA demands.
• Collaborate with the Sales Pursuit team and guide process improvements.

Responsibilities

• Provide excellent support to customers during every interaction.
• Resolve issues from incoming internal or external businesses and end users.
• Support products including laptops, desktops, printers, etc.
• Engage as needed to ensure SLA demands are met.
• Articulate resolutions and recommendations to clients.

Skills

Customer support

SLA adherence

Issue resolution

Communication

Job description

Roles & Responsibilities:

• Providing excellent support to customers during every single interaction Resolving issues from incoming internal or external businesses

and end user's contacts for the product (Laptops, Desktops, Printer etc.) Assisting end users to avoid or reduce problem occurrences.

• Work in day shift and if it requires need to support 24/7 shift too.
• Engaging support as needed to ensure SLA demands are met.
• Responding to service, product, technical, and customer relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement.
• Proactively assisting internal or external businesses and end users to avoid or reduce problem occurrence.
• Providing direction and guidance to process improvements.
• Articulating recommendations and explain resolutions to clients.
• Partnering actively with the Sales Pursuit team.