Trainee Technical Support Representative - Freelancer /Talent Pool

SIDE; Bengaluru; Hybrid; INR 180,000 - 300,000; Full time

Job summary

SIDE in Bengaluru is hiring for an international customer support role focused on handling email and live chat queries. The candidate should be comfortable with technical and non-technical issues, and provide timely, accurate responses while maintaining high service standards.

The role requires good English communication, flexibility to work rotating shifts and relocation to Hyderabad if work from office resumes.

Qualifications

• Proficient in English with strong written and verbal communication.

Responsibilities

• Respond to customer queries via email or live chat promptly and accurately.
• Acknowledge and resolve complaints, determine cause, expedite correction, and follow up to ensure resolution.
• Explain and guide customers through product features and functionalities.
• Stay up to date with product knowledge to answer questions quickly.
• Communicate and collaborate with team to provide the best solution.

Skills

English proficiency

Written & verbal communication

Rotational shifts

Logical reasoning

Problem solving

Tools

Microsoft Office

Job description

What you'll be doing:

• Responding promptly to customer queries in a timely and accurate manner via email and/or live chat. Queries can be of a technical & non-technical nature.
• Acknowledging and resolving customer complaints & determining the cause of the problem, expediting correction or adjustment, and following up to ensure resolution.
• Explain and guide customers through product features and functionalities.
• Stay up to date and be thorough with product knowledge so that customer questions can be answered quickly.
• Communicating, coordinating & collaborating with team members and colleagues to provide customers with best possible solution to their problem

What we're looking for:

• Candidates with international customer support experience in email and chat preferred.
• Candidates who can adapt to customer issues relying on product knowledge as well as their presence of mind.
• Maintain our reputation as a company that offers excellent customer service at every interaction with the customer.
• Stay focused on the quality by ensuring consistency and adherence to high standards.
• Candidate must be willing to work in any shift and shouldn't have a problem with rotational week offs.

Must have:

• Candidate must have their own computer with Windows 8.1 or above.
• Mandatory hi-speed broadband connection.
• UPS/power backup solution if possible.
• Outstation candidates should be willing to relocate to Hyderabad when work from office resumes.

Mandatory Skills:

• Proficient with English and have good written & verbal communication skills.
• Flexibility & availability for rotational shifts and week offs to cover hours of operations.
• Must possess logical, reasoning, and problem-solving skills. Preferred Skills

Preferred Skills:

• Familiarity with Microsoft Office and other accompanying software & applications such as system security, drivers etc.
• Experience in handling international customers via email and chat. Good to have
• Proven customer support experience in Chat & Email process is preferred.
• Good technical skills on PC and networking in general., Familiarity with Microsoft Office and other accompanying software & applications such as system security, drivers etc.