Technical Support Engineer jobs in India at Tactic Step Forward

Job Title:TSE II, TSE IV, TSE V & TSE VI
Department Project/Client:Symentc , Microsoft, Go Daddy, Yahoo, Kiwi, Ingram, Energizer
Effective Date:8/01/2018
Location:Indore, Jaipur,Gurgaon, Mohali
Contract :Permanent Employment
Grade:NA
Salary:19k, 23k, 25K& 27K
Internal references:Internal Resource

Job Summary/ Overview

Provide a professional and efficient customer service on behalf of Yahoo’s worldwide Customer Services.
Utilizegoodcustomer service & Technical Skills for resolving Technical/Customer Service queries for Yahoo’scustomers.
Reports to :Vice President Operations
Responsible for :Professional and Efficient customer service to all the clients involved

KEY responsibilities AND ACCOUNTABILITIES

Provide online/offline support for Global Customers.
Resolve known customer issues through theuseof a knowledge base, direct use of tools, product user guides, and other referencematerials.
Be responsible to deliver a high quality, customer-driven, support servicere solving customer enquiries at the firstpointof call wherever possible.
Assistcustomerin resolving any open requests for support, assistance, informationon Finances & transactions,etc.
Demonstrate ownership and willingness to resolve issues in a timely manner.
Demonstrates confidence and willingnes store solve customer requests orqueries.
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 Call 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 base tools, internal applications etc.)
Completes all training and development activities intimely manner
Understanding of escalation handling procedures.
MAIN job requirements
Service hours– 24*7 , Rotational Shifts
Qualification – Graduates in any stream
Experience – Freshers eligible. Candidates with B.E., B.Tech from CS background or BCA, MCA, BCS (IT/CS) are Eligible.

Skills required

Communication – Listen attentively and resolve customers issue effectively. Should be sensitive about customers information
Customer Focus – Build credibility with the customer by using empathy and should patiently resolve even irate customers issues. Should be courteous , energetic and engaging while dealing with customers
Learning Orientation – To keep himself/herself updated about the latest happenings around and asks questions which impacts customers delight
Problem Solving – Ability to find an effective solution in a simple and clear manner. Should proactively keep the customers and stakeholders informed about the issue and take corrective actions accordingly

Required Competencies (proficiency levels 1 to 5, with 1 lowest , 5 being highest )

Technical Knowledge

Knowledge about Domains, Web Hosting, Email Clients, IP Addressing, Networking, Technical Troubleshooting etc.:Level of Proficiency:3

Core Competencies

Strong problem solving skills (methodology and use of tools):3
Accountability/Ownership:3
Customer Orientation:3
Adaptability:3

Tactic Step Forward, an epitome of excellence, relish the idea of providing Human Resource to the best of its charismatic ability. We have the talent to think extraordinarily & catapult the manpower with several rungs on the success ladder. In any organization, Human Resource plays the most indispensable role who ultimately leads the organization towards its growth. And we are here to provide that Human Resource in accordance with the need of our client. Tactic Step Forward is a premier human resource consultancy which works on client requirement for Top & Middle Management Candidates. We cater in the Insurance, Real Estate, Telecom, Logistic, and Hospitality Industry. IT & Engineering companies are also our area of specialty. We are looking forward to provide services to our esteemed client of various business entities & Specialize in all industry segments, like BPO, ITES, Telecom, Banking , Financial and Insurance, IT-Hardware, Software, Technical Support, Retail, Fashion, Garments, Merchandising, Media, Entertainment, Hospitality, Healthcare, Medical,Secretary,FrontOffice,DataEntry..Etc.