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| Job Location | Hyderabad |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Network / System AdministrationGeneral / Other Software |
| EmploymentType | Full-time |
Provide a professional competent standard of phone and online support for Global customers. Deliver First Call Resolution by handling customer requests and resolving customers technical and non- technical issues as often as possible during the first contact for assigned products. Accurately document all customer interactions in the CRM. Communicate and articulate clearly with the customer (in both verbal and written English). Call back customers waiting for follow- up in the agreed timeframe. Demonstrate ownership and willingness to resolve issues in a timely manner. 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. Understanding of escalation handling procedures Understand the issues that cause business impact Resolve known customer issues through the use of a knowledgebase, direct use of product and operating systems, product user guides, and other reference materials Resolve undocumented customer issues through advanced problem solving Obtain general understanding of OS and application operations related to product usage Report top call generators, severe issues, new emerging trends, feature requests and common how- to questions Should forward any issues/ escalations to next level of support for further resolution Desired Profile: Must have excellent problem diagnosis and problem solving skills, strong written and verbal communication skills in a neutral accent. Must be well organized and be able to handle multiple tasks; Must be a team player and be able to work in a fast- paced environment Must be a motivated towards constantly improving their technical skills Must have the technical skills and knowledge required for the help desk assigned to satisfactory performance on the Technical Skills Assessment Prefer Technical Support Center experience otherwise experience in mobile application testing, installation or cloud and datacenter ops support experience is equally acceptable Experience in troubleshooting software on Windows and / or Mac operating systems Basic understanding of OpenGL, Open CL, Android, iOS. General cultural awareness Skills: Tech Support, L1, L2, Testing, Installation, Support, Resolution, Problem Solving, OS, Cloud, Mobile Apps, Android, iOS, global customer interaction, CRM.,
Keyskills :
linux troubleshooting customerrelations basic mobileapplicationtesting datacenter problemsolving emergingtrends technicalskills operatingsystems etw king onlinesupp supp tcenter technicalsupp cul