Technical Support Executive - International Voice Process

TP; Hyderabad; On-site; INR 320,000 - 520,000; Full time

Job summary

TP in India is seeking a customer service executive to support clients with technical assistance for network-related issues via LAN, WIFI, mobile devices, televisions, routers and computers. You will diagnose and troubleshoot complex problems using available knowledge bases and adhere to client policies and procedures.

Responsibilities include tracking unresolved issues to resolution within agreed timelines, escalating appropriately, responding quickly to requests to maintain high customer

Qualifications

• 1 year of experience in any Customer Service role
• Ability to correlate appropriate product usage to user behavior

Responsibilities

• Diagnose and troubleshoot various technical issues with network through LAN, WiFi, mobile, TV, routers and computers
• Track unresolved issues through to resolution within agreed time limits
• Escalate unresolved issues to appropriate internal teams
• Respond quickly to customer requests to maintain high customer satisfaction
• Maintain performance towards client KPIs and knowledge of customer retention

Skills

Good communication skills

English comprehension

Logical thinking

Problem solving

Decision making

Shift flexibility

Customer focus

Interpersonal skills

Education

Undergraduate or Graduate from a recognized university

Job description

Role & responsibilities

Supporting customers contacting for technical assistance with network through LAN, WIFI, Mobile, Television, Routers and Computers.

• Diagnose and troubleshoot various complex technical issues, using the available knowledge

articles and framework abiding by the clients policies and procedures.

• Track unresolved issues through to resolution, within agreed time limits.
• Properly escape and follow up unresolved issues to appropriate internal teams.
• Respond quickly to customer requests/needs to maintain a high level of customer

satisfaction.

• Maintain individual performance towards client KPIs
• Knowledge of customer Retention.

Main Job Requirement

• Good communication skills, and can comprehend well in English
• Ability to think logically
• Good problem solving
• Decision Making Skills
• Flexibility to work in rotational shifts
• Strong Customer Focus
• Interpersonal skills

Any Undergraduate OR Graduate and Above from a Recognized University

Education and Specific Training

• At least 1 Year experience in any Customer Service role
• Ability to correlate appropriate product to the usage / user behavior