Technical Support Engineer

Years of Experience:

Mandatory 1 - 3 years of experience in Technical Support / BPO industry, preferably both in chat and Voice process.

Mandatory Skills:

- Excellent communication skills in English (both spoken and written)

- Basic to advanced knowledge of computers (software)

- Working knowledge of internet and networking

- Typing speed - minimum 35 wpm with 100% accuracy

- Attention to detail is a must along with accuracy in the chats

- Ability to follow instructions as directed

- Willingness to work in 24 x 7 work environment

Desired Skills:

- Self-motivated with excellent interpersonal skills

- Innovative and self-starter

- Ability to work with minimum supervision

- Detail and analytical orientation

- Problem solving and conflict resolution skills

- Demonstrated ability to work in a fast paced environment

- Ability to respond to common inquiries or complaints from customers

- Must be well organized and driven to meet deadlines

Job Description:

- TSE will be responsible to provide chat and voice support to our international clients in US, Canada and UK.

- TSEs should have the ability to handle multiple chats simultaneously.

- Responsible to provide timely and effective resolutions to our clients on basic to complex technical support queries via chat and calls

- Responsible for responding to customers in an efficient and professional manner

- Handles and resolves technical queries; identifies and escalates accordingly

- Meets expectations regarding productivity as defined by the process or manager

- Escalates necessary cases to the right level within the defined LOB (Line Of Business)

- Ensures compliance with all company and departmental policies, procedures, and Guidelines

- May be required to perform other tasks as requested, assigned, or directed

- Focus to achieve 100% customer satisfaction and fully responsible to delight customers with satisfactory service levels

- Flexibility to work extended hours with minimal notice during high volumes

- Working days: 5 days a week - Weekly off: 2 days (Rotational) and not necessarily (Saturday / Sunday)

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