Customer Support Executive , US Shifts, Voice, Remote

Roles and Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over phone or email
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Coordination with senior officials in the USA office.
• Provide accurate information on IT products or services
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team and build good customer rapport.
• Identify and suggest possible improvements on procedures

Desired Candidate Profile

• Able to speak fluently in both English and Hindi with international customers
• Proven experience as a help desk technician or other customer support role
• Ability to diagnose and resolve basic technical issues
• Ability to do basic math and to do time based calculations
• Tech savvy with working knowledge of office automation products, databases and remote operations
• Good understanding of computer systems, mobile devices and other tech products
• Excellent communication skills and Phone etiquettes
• Customer-oriented and cool-tempered
• Willing to work in night shifts and on weekend shifts
• Any Graduate and Undergraduates and freshers can apply

Nice to have:

• Prior experience in BPOs with International Voice support
• Domain expertise in Trucking and Logistics
• Experience with customer ticketing systems like Zendesk
• Ability to work using Office Packages such as Spreadsheets, Documents and Presentations