customer care representative/Technical Support

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

customercare representative/Technical Support

• Austin, TX

Role:customercare representative/Technical Support

Location:Austin ,TX

Duration: 6+ Months

Job Description

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
• Candidate should have worked in B2B environment and should have some technical support experience (Operating System & Basics of networking would be an added advantage)
• 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

Required Technical and Professional Expertise:

• 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)