Technical Support Analyst - Outbound Voice

Eclerx Services; Punjab; On-site; INR 250,000 - 420,000; Full time

Job summary

Eclerx Services in India’s Punjab region seeks an Analyst for outbound voice-based technical support. You will troubleshoot reported issues and guide customers through resolution steps, documenting outcomes in the CRM.

Ideal candidates have strong communication, problem-solving skills, and a technical mindset, with CRM experience preferred. Bachelor's degree is preferred and prior call-center exposure is a plus.

Qualifications

• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities with attention to detail.
• Tech-savvy and quick to learn new systems.
• Experience with CRM software and call center tools is a plus.
• Bachelor's degree preferred.

Responsibilities

• Make outbound calls to customers to address reported technical issues.
• Listen actively to customers' concerns and accurately diagnose the root cause of the problem.
• Provide clear and concise instructions to customers on troubleshooting steps.
• Guide customers through troubleshooting processes, ensuring they understand each step.
• Utilize various tools and resources to identify and resolve technical issues efficiently.
• Document all interactions and resolutions accurately in the customer database.
• Escalate unresolved issues to appropriate internal/external teams for further investigation.
• Follow up to ensure that their technical issues have been fully resolved and they are satisfied with the outcome.
• Adhere to company policies and procedures at all times.

Skills

Communication

Problem solving

Patience

Technical aptitude

CRM software

Call center

Education

Bachelor's degree

Tools

CRM software

Call center technology

Job description

Analyst 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

• Make outbound calls to customers to address reported technical issues.
• Listen actively to customers' concerns and accurately diagnose the root cause of the problem.
• Provide clear and concise instructions to customers on troubleshooting steps.
• Guide customers through troubleshooting processes, ensuring they understand each step.
• Utilize various tools and resources to identify and resolve technical issues efficiently.
• Document all interactions and resolutions accurately in the customer database.
• Escalate unresolved issues to appropriate internal/external teams for further investigation.
• Follow up to ensure that their technical issues have been fully resolved and they are satisfied with the outcome.
• Adhere to company policies and procedures at all times.

Requirements

• Excellent communication skills, both verbal and written.
• Strong problem-solving abilities and attention to detail.
• Ability to remain calm and patient when dealing with frustrated customers.
• Technical aptitude and ability to quickly learn and understand new technologies.
• Previous experience in a technical support or customer service role is preferred.
• Familiarity with CRM software and call center technology is a plus.
• High school diploma or equivalent; additional technical certifications are a bonus.

Education

Bachelor's degree in any field is preferred.

Responsibilities Key Responsibilities

• Make outbound calls to customers to address reported technical issues.
• Listen actively to customers' concerns and accurately diagnose the root cause of the problem.
• Provide clear and concise instructions to customers on troubleshooting steps.
• Guide customers through troubleshooting processes, ensuring they understand each step.
• Utilize various tools and resources to identify and resolve technical issues efficiently.
• Document all interactions and resolutions accurately in the customer database.
• Escalate unresolved issues to appropriate internal/external teams for further investigation.
• Follow up to ensure that their technical issues have been fully resolved and they are satisfied with the outcome.
• Adhere to company policies and procedures at all times.