The Position : Level 1 Technical Support Expert (Non-Voice - Chat/Email)

Bangalore : Work location

Job Summary : We are looking for candidates experienced in providing excellent customer service to customers in a technical support environment process. This individual will provide the highest level of support including technical troubleshooting, account maintenance, customer education and triage/escalate issues to Level 2 and Customer Care team. The ideal candidate must be able to understand basic troubleshooting methodologies for a customer technology product with focus on customer service. They must have the ability to monitor, follow up and take complete ownership of customer cases.

Essential duties and responsibilities include :

1. Respond to customer queries in a timely and accurate way, via phone chat or email

2. Troubleshoot customer issues that are technical in nature; including hardware, software, networking, or other designated client products.

3. Utilize available tools and resources to accurately identify and address customer issues.

4. Ensure service delivered to our customers meets contractual Key Performance Indicators ('KPIs').

5. Manage case closure with follow up to customers to ensure their inquiries and technical issues are resolved.

6. Detailed Case/Ticket documentation of the interaction with customers.

7. Follow appropriate escalation guideline and defined process to meet established goals.

Education and Experience :

1. Bachelor's degree or proven related experience in a customer support role.

2. Prior experience providing written support in a call center environment is highly desirable.

3. Consistence attendance work history.

4. Stability in work history with desired employment displaying tenure.

Required Skills :

1. Professional written and strong verbal communication skills

2. Must pass the skill assessment exam.

3. Exceptional understanding and composition of grammar structure in English language.

4. Proficient personal computer skills and knowledge of office software applications.

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