Technical Support Agent

You will serve as the main point of contact for technical issues and questions coming from US-based clients. You will not only be responsible for providing world-class assistance/ guidance via calls and emails.

What You'll Do

Email and Voice Support - Answer inbound inquiries coming through the support hotline or support email address with US-based clients.

Customer Service Analysis - collect customer support requests and bugs and relay findings to the product and enhancement teams to address these issues.

Answer inbound calls from customers remotely and troubleshoot issues on problem calls from customers.

Communicate troubles to other departments by opening tickets in the database, analyze issues promptly, and report to other departments if needed professionally and accurately handle customer requests including technical and non-technical inquiries.

1-2 years of experience as a Tier 1 Technical Support Agent/ Customer Support Specialist/ Call Center Representative with US-based customers and clients,

Excellent verbal and written communication skills

Handle inbound and outbound calls with US-based clients.

Exemplary attendance and punctuality.

Thoroughly troubleshoot, investigate, and resolve customers' problems.

Shift duration is 9 hours a day and 5 days a week (Permanent Night Shift Job)

Instinct to empathize with users

Maintain 90% CSAT (customer satisfaction) and above 90% QA (quality assurance) ratings

Strong analytical skills/problem-solving skills

Strong phone contact handling skills, active listening & understanding

Customer orientation and ability to adapt/respond to different types of characters

Ability to multi-task, prioritize, and manage time effectively

Identify and assess customers’ needs to achieve satisfaction

Build sustainable relationships and trust with customer accounts through open and interactive communication

Provide accurate, valid, and complete information by using the right methods/tools

Handle customer complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure the resolution

Keep records of customer interactions, process customer accounts, and file documents

Follow communication procedures, guidelines, and policies

Take the extra mile to engage customers

Skills & Tools:

Proficient with technical troubleshooting

Exceptional Communication Skills.

SalesForce

MS Office, Excel.

Email writing skills.

Ability to prioritize tasks and organize workflow.

Requires excellent decision-making skills and initiative.

Technical Support Experience

The capacity to work well within a team.

Attention to detail.

Logical thinking.

Expert knowledge of how operating systems and software work.

Motivation

Patience

Problem-Solving

Interpersonal skills as you will regularly be in contact with colleagues and/or customers.