About the job
Customer Service Representative
Role Purpose
The primary objective of this role is to deliver efficient technical support for processes while actively addressing client issues directly or through timely escalation, ensuring compliance with process SLAs.
Responsibilities
- Manage transactions in accordance with quality standards.
- Address all incoming client requests via phone or email courteously.
- Document client identification details and nature of issues.
- Maintain availability in the RAVE system to optimize productivity.
- Track and document all client queries and resolutions.
- Resolve client inquiries per the established SLAs.
- Utilize internal knowledge bases for effective problem resolution.
- Analyze call logs to identify trends and enhance self-help documentation.
- Escalate critical client issues to the team leader as needed.
- Provide excellent customer service through effective troubleshooting and guidance.
- Maintain logs of customer interactions and ensure compliance with service agreements.
- Participate in ongoing training to remain updated on product features and client requirements.
Team Lead-Technical Support
Job Description
Qualifications:
- Graduate degree
- CCNA or equivalent networking certification
Essential Skills:
- Strong accuracy and attention to detail
- Excellent written communication and comprehension
- Analytical mindset with a good grasp of technical articles
- Ability to multitask
- Proficiency in MS Excel
Roles and Responsibilities:
- Respond to customer inquiries and provide technical support.
- Troubleshoot and resolve issues, particularly related to VoIP services and network architecture.
- Recommend network hardware, software, and design solutions.
- Address technical questions and offer workarounds as needed.
- Manage support interactions via phone, chat, screen sharing, and email with professionalism.
- Resolve customer complaints while adhering to company policies and procedures.
Shift and Location:
- Night Shift
- Bengaluru