Techtilt Info solutions jobs - Customer Support Executive

MAIN job requirements

·         Service hours–  24*7 , Rotational Shifts

·         Qualification – Graduates/Undergraduates in any stream

·         Experience –Graduate Fresher or under Graduates.

·         Able to read/write and speak Tamil/Telugu/Malayalam/Kannada

Salary Slab

·         Rebel(Tamil/Telugu/Malayalam/Kannada) : 16K/18K/ 19K CTC

KEY responsibilities AND ACCOUNTABILITIES

·         Provide on-line support for Rebel customers in Tamil/Telugu/Malayalam/Kannada and English.

·         Resolve known customer issues through the use of a knowledge base, direct use of product and tools, product user guides, and other reference materials

·         Be responsible to deliver a high quality, customer-driven, support service resolving customer inquiries at the first point of contact wherever possible.

·         Assist customer in resolving any open requests for support, assistance, information on upgrading etc.

·         Demonstrate ownership and willingness to resolve issues in a timely manner. Demonstrates confidence and willingness to resolve customer requests or queries.

·         Maintain and improve Customer Satisfaction by delivering against those initiatives that have been identified as crucially important during each and every customer support engagement, for voice.

·         Deliver First Incident Resolution by handling customer requests and resolving customer issues as often as possible during the first contact.

·         Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the customer and to arrange for a supervisor to mediate in the interaction if deemed necessary by you or if requested by the customer.

·         Manages all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets.

·         Can interact effectively with the personnel, tools & resources in the Customer/technical Services team to help resolve customer issues (escalation points, knowledge based tools, internal applications etc.)

·         Completes all training and development activities in timely manner

·         Understanding of escalation handling procedures.