Technical Support Engineer

Years of Experience:

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

Freshers can also apply.

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)