Hiring For International Voice Process - Customer & Technical Support

Sutherland

Chennai

On-site

INR 300,000 - 400,000

Full time

5 days ago

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Benefits offered by this job

Work from office

Two-way cab within 25 km

Job summary

Sutherland in Chennai is seeking a Technical Customer Service (TCS) Associate to provide timely and accurate technical support, ensuring a positive customer experience. You will troubleshoot devices, set up services, and resolve issues while communicating professionally.

The role requires learning agility, strong listening and problem-solving skills, and full-time evenings/night shifts with a cab facility within 25 km to the office.

Qualifications

Typing speed targets: 30 AWPM for voice and 32 AWPM for chat.
Strong grammar and communication skills.
Active listening and attention to detail essential.
Critical thinking and problem solving required.
Conflict resolution and resilience expected.
Interest in consumer technology and devices.
Experience troubleshooting technical devices.
Basic understanding of networks and Wi-Fi connectivity.
Professional, patient demeanor on calls.
Willingness to work full-time with weekend/evening shifts.

Responsibilities

Provide prompt, efficient service by engaging with customers.
Listen to, understand, and resolve complex technical issues.
Investigate, document, and resolve issues.
Deliver world-class support to customers.
Navigate multiple systems to research solutions.
Develop knowledge about products, services and features.
Provide advanced device troubleshooting solutions.
Act as advocate for customers and report improvements.
Collaborate with cross-functional teams for quality support.
Identify trends and propose innovative customer solutions.
Handle inbound/outbound voice calls as required.

Skills

Typing speed

Grammar

Active listening

Attention to detail

Critical thinking

Problem solving

Conflict resolution

Engagement

Consumer technology interest

Device troubleshooting

Networking basics

Phone communication

Relationship building

Shift flexibility

Education

High school diploma

Customer service experience

College/university enrollment

Job description

External job title: Technical Customer Service (TCS) Associate

Job posting category: Customer Service Technical Support

Job summary:

Our Technical Customer Service (TCS) representatives deliver timely, accurate, and professional technical support. The team is looking for driven individuals who are up to the challenge of solving customer issues and providing a positive customer experience. Technical Customer Service (CS) Associates are technically savvy problem solvers with a focus on customer account security and issue resolution. An ideal candidate would need to be an excellent listener, quick learner, and able to handle ambiguity. You would need the ability to communicate professionally, with maturity and self-confidence.

Key job responsibilities:

Providing prompt, efficient, detailed service by engaging directly with customers
Patiently listen to, understand, and solve complex technical customer issues
Investigating, documenting, and resolving issues
Providing world class support to customers
Navigating multiple system applications and researching applicable solutions with ease
Developing detailed knowledge about products, services and features
Providing advanced device troubleshooting solutions
Being a voice and advocate for our customers when something doesnt feel right
Working with cross-functional support teams to ensure a consistent and high-quality level of support
Acting as an advocate for our customers by reporting and acting on observed areas for improvement
Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
This position may require that you handle various contacts types including; Inbound and Outbound voice calls with our customers

A day in the life:

The Neighbor Solutions team supports customers with their device needs. You will be supporting customers with device questions, device set-up and technical troubleshooting every day to ensure their devices are operating as expected. Your troubleshooting abilities will be put to the test as you dive deep to diagnose and resolve complex problems, while providing an exceptional experience to our customers. Your primary responsibility will be handling voice interactions from our customers and guiding them to the best possible resolution. Additionally, you will work collaboratively with other teams to identify, document, and elevate emerging issues.

About the team:

The Neighbor Solutions team is a part of the Community Support organization responsible for assisting customers with their device needs. With a focus on issue resolution the team assists customers with device set-up and technical troubleshooting while also collaborating with the broader organization to raise awareness on trending device issues.

Basic qualifications:

High School Graduate/ Diploma, one-year-plus of customer experience, or one-year-plus working directly with customers, or enrolled in college/university
Standard qualifications include: (a) Typing Speed (minimum of 30 AWPM for voice and 32 AWPM for chat), (b) Grammar, (c) Active Listening, (d) Attention to Detail, (e) Critical Thinking, (f) Problem Solving, (g) Conflict Resolution/ Resilience, and Engagement.
Strong interest in consumer technology
Experience troubleshooting technical devices
Basic understanding of networks / Wi-Fi connectivity
Patience working with customers that are slower to learn new technologies
Ability to communicate and present a professional, courteous, and patient demeanor over the phone
Ability to foster positive relationships
Flexibility with full-time schedule, including shift assignments on weekends/evenings
Problem-solving skills, thinking outside of the box
Proficiency with learning new technology