Change your career into an exciting journey!
Now Hiring - Technical Customer Support Executive.
PERSONALITY TRAITS & VALUES MUST
- Ownership: Ownership is about getting something done no matter. You own something not when your hierarchically entitled to be the Manager / Boss of something but when you cause the end result to happen.
- Responsibility: Just because you solve a customers issue doesn't mean they'll stick around, but how you solve an issue is just as important as providing a solution. The key is to take responsibility and solve customers problems or get it solved.
- Accountability: Accountability cant be shared it's a task which can't be escaped of, you are ultimately answerable to the task provided to you.
- Leadership: Leaders creates value not through their own work but by enabling others to work more efficiently & more targeted or just plain more.
- Gregarious: Enjoys working with the people.
- Conscientious: Person should have desire to do a task well and to take obligations to others seriously. Should have a tendency to think before acting.
- Meticulous: Person should be detail oriented.
- Ensure that the customer goals are met and have a mentality of focusing on that rather than feature.
- Driving Customer satisfaction improvement programs and roll-out action development basis CSMM & relevant CSAT survey.
- Organizing surveys for NPS (Net Promoter Score).
- Enhancing customer experience and user experience.
- Business Process Management System Process reengineering & Process Redesigning for better customer experience. Maintaining SLA & KPI in efficient manner.
- Ticket Management Gap identification and corrective actions for issues reduction.
- Providing help and answers to the customer's technical issues through identification of the problem itself, research on answers and subsequent provision of guidance.
- Guidance of the users to support them in becoming more productive.
- Support in the development of programs to train the customer on how to properly use the products.
- Upselling and cross selling the customers by recommendation of products, services or procedures.
- Leading and mentoring the technical aspects of the Technical Support team.
- Coaching technical skills, communication, procedures, policies and goals.
- Writing process documents for junior support staff..
- Ability to follow and improve process - Understand why processes have been put in place, when they no longer work, and when they can be improved.
- Thinks about usability from users point of view.
Required Candidate profile
- Must have excellent Communication Skills.
- Must possess excellent analytical problem solving, and interpersonal skills.
- Team-oriented, individually accountable, and able to work in a high paced work environment.
- Ability to establish and maintain strong relationships with customers.
- Ability to make right decisions based on strong analytical reasoning skills.
- Leadership skill.
Salary: INR 2,00,000 - 5,00,000 PA.
Role:Associate/Senior Associate -(Technical)
Desired Candidate Profile
Aavaz Contact Center Solutions. (A division of Tekege Solutions Pvt. Ltd.)
Contact Company:Aavaz Contact Center Solutions. (A division of Tekege Solutions Pvt. Ltd.)