Job Description :

Roles & Responsibilities : 

- Working more independently and from a standard protocol to respond to customer issues. Moderate judgment may be Customer Solution Centers are made up of teams that provide remote (offsite) service,customer access, pre-sales, post-sales, and service delivery. 

- Technical teams focus is to solve various business systems and applications problems for customers, onsite engineering personnel and Authorized Service Providers on standard, specialized or complex systems.

- Used to supplement the outlined process.

- Successfully resolve moderate technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.

- Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example warranty through enterprise).

- Proactively assist customers to avoid or reduce problem occurrence. Participates in projects for process or quality improvements.

- Work is reviewed periodically by Supervisor or Team Lead.

Education and Experience Required:

- Any Graduation with 10+2+3/4 preferably. Typically requires 0- 3 years general experience, or equivalent combination of experience and college level education.

Knowledge and Skills :

- Superior skills in both written and verbal communication.

- Experience in customer facing role either remote or face to face.

- Computer proficiency with applicable software applications (for example Microsoft Office, CAD, Adobe Suite, programming.

- Excellent fluency in language to be supported.

- Experience in a phone based remote role, e- support, e-chat or similar.

- Familiarity with computer technology.

- Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems.

- Understands internal processes and tools.

- Knowledge of Knowledge Management Systems and appropriate documentation to the system.

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