Technical Support Engineer

Responsibilities

Objective:

This job entails customer interaction in an inbound & outbound contact centre environment. TSE is required to ensure the highest standards of customer service by providing customer support to customers on call.

Key Responsibilities and Duties/Results Expected:

Responsible for meeting all targets/KPI’s on a daily basis as set by the Department.

A strict adherence to shift and break schedule as communicated by the operations department.

Strict compliance with company/divisional policies, plans, and strategies to achieve company/divisional goals along with complete understanding of Code of Conduct.

Answer telephones and Provide customer services with 100% accuracy.

Make customer callbacks

Must be able to work a flexible schedule that will include weekends and holidays

Using problem-solving skills to handle difficult or irate clients.

Suggesting alternatives to resolve customer’s complaints on a priority basis.

Bring awareness among customers by educating them about promotions and services.

He/she will be responsible to ensure his /her duty adherence as per roster.

Learning about an organization’s products or services and keeping up-to-date with any changes to them.

Regularly attending Pre-shifts, training, and coaching sessions conducted by Service Quality and supervisors/Team leaders.

Conveying customer’s feedback and suggestions to the supervisor, in order to offer services, exceed customer expectations.

Taking immediate measures to resolve the customer’s problem keeping company policies in view.

Should be responsible to comply with the standards within the company e.g. ISMS, HIPPA, etc

Competencies and Critical Success Factors :

Compliance

Applying an understanding of key legal precedents, policies, and practices to protect the interests of the organization and individual employees

Customer Focus

Researching and understanding client business operations and agenda

Identifying and articulating project drivers, strategic fit and commercial benefits with client

Responding to customer’s needs in a manner that provides added value and generates significant customer satisfaction

Building strong relationships with customer, focusing on the impact and result for the customer and responding positively to feedback

Technology Expertise

Helping to identify technology needs and mobilizing technologies that provide easy access to services and methods for enhancing learning and personal productivity

Conceptualization and Problem Solving

Supporting recommendations by objective facts and research

Taking into account logic, facts, resources, constraints, and organizational goals when weighing matters

Employing structured approaches to generate ideas, evaluate and select options

Proficiency in developing and evaluating options and alternative courses of action

Communication and Presentation

Demonstrating good oral and written communication skills

Using a range of techniques and approaches to convey thoughts and ideas in a range of situations

Well presented (Good personal hygiene, dressing appropriately, etc.)

Demonstrating confidence and assertiveness in an interpersonal manner

Communicating appropriately via nonverbal behavior (i.e. eye contact, etc.)

Knowledge Management

Developing and implementing strategies for maximizing the collaboration of non-co-related workgroups.

Assessment and Measurement Skills

Up to -3,500/month

Job Types: Full-time, Contractual

Salary: Rs23,000.00 to Rs27,000.00 /month