24/7 B2B Tech Support & Customer Care

Redolent Infotech Pvt. Ltd.; Austin (TX); On-site; USD 22,000 - 33,000; Part time

Job summary

Redolent Infotech Pvt. Ltd. in Austin, TX seeks a Customer Care Representative/Technical Support professional for a 6+ month engagement.

In this role you will handle customer requests by phone or support tools, log issues, create service requests, and act as a bridge to Cisco engineers around the clock. Must have US citizenship and 2+ years in customer care, with English proficiency (B2-C2). Weekend shifts are required.

Qualifications

• Graduation Degree (or equivalent) or similar technical certificate.
• Must be a US Citizen.
• 2+ years of experience as a contact/ customer care representative.
• Preferred 12+ months of experience in Technical Support Role.
• Should have handled international customers over phone.
• Excellent command of spoken and written English (B2-C2 level).
• Basic Knowledge of Cisco products (added advantage).
• Willingness to work in shifts and on weekends - 24/7 environment (permanently).

Responsibilities

• Handle customer requests submitted by phone or other support tools.
• Manage incoming traffic of customer queries.
• Assist to book the faults/issue reported by the customer into a service request on their behalf.
• Act as a bridge between the customer and the Cisco engineer, providing support 24x7.
• Clarify and record information in the systems, ensure full understanding of the customer issue.
• Collaborate with other team members to achieve satisfactory resolution of customer issues.
• Escalate to other support groups when necessary and follow up with them to ensure resolution in a timely manner.
• Ensure regular updates to customer by call back, follow up e-mails, communicate resolution and reach an agreement of case closure.
• Help maintain internal resources and knowledge bases by documenting findings and suggesting improvements.
• Participate in internal projects and continuous improvement initiatives.
• Follow established processes for effective management of support incidents & desire for ongoing skills development.
• Should be well-versed with knowledge-based searches/ web-searches.

Skills

Customer service experience

English communication

US Citizenship

Technical support basics

Education

Graduation Degree or technical certificate

Tools

Cisco products familiarity

Job description

Redolent Infotech Pvt. Ltd. in Austin, TX seeks a Customer Care Representative/Technical Support professional for a 6+ month engagement.

In this role you will handle customer requests by phone or support tools, log issues, create service requests, and act as a bridge to Cisco engineers around the clock. Must have US citizenship and 2+ years in customer care, with English proficiency (B2-C2). Weekend shifts are required.