Job Description
The role is to provide troubleshooting over email and sometimes over the call to our client’s customers while providing an exceptional and courteous customer experience. The candidate has to be available on weekdays and weekends from home and training will be provided.
The current 6-week rotating roster is between the hours of 7 am to 10.30 pm. You will be responsible to answer the customer’s queries from all over the world.
Duties will include :
Responsible to handle inbound customer support tickets in a very professional manner.
Should be able to give timely responses to customer requests and prioritize issues based on urgency to ensure that all requests meet the required service level agreement.
Have handled Level 1 and 2 Application Support.
Prioritize incoming requests to gather required information for the investigation, troubleshooting, and resolution.
To ensure delivery of technical support and project services within agreed SLAs and timelines to support business objectives.
Responsible for review, analysis of log files, reports, and other information provided by customers.
Should have a professional dialogue with customers to help troubleshoot and quickly identify the root cause of issues.
Ensure timely delivery with frequent and regular review of plans and activity reports.
Escalate critical issues and decisions to the head of Technical Support, for senior management approval.
Responsible for line management of the individual team managers to ensure that they are performing to targets with regular team meetings.
Customer’s follow-up post-resolution to confirm that tickets can be closed
The current 6-week rotating roster is between the hours of 7 am to 10.30 pm. You will be responsible to answer the customer’s queries from all over the world.
Duties will include :
Responsible to handle inbound customer support tickets in a very professional manner.
Should be able to give timely responses to customer requests and prioritize issues based on urgency to ensure that all requests meet the required service level agreement.
Have handled Level 1 and 2 Application Support.
Prioritize incoming requests to gather required information for the investigation, troubleshooting, and resolution.
To ensure delivery of technical support and project services within agreed SLAs and timelines to support business objectives.
Responsible for review, analysis of log files, reports, and other information provided by customers.
Should have a professional dialogue with customers to help troubleshoot and quickly identify the root cause of issues.
Ensure timely delivery with frequent and regular review of plans and activity reports.
Escalate critical issues and decisions to the head of Technical Support, for senior management approval.
Responsible for line management of the individual team managers to ensure that they are performing to targets with regular team meetings.
Customer’s follow-up post-resolution to confirm that tickets can be closed
💡 Quick Summary
Seeking a career-building opportunity? The Customer Support Executive |Tech Support position is now open for candidates interested in the BPO Jobs sector. This role in Ahmedabad offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.
