Technical Support Voice Specialist

Sutherland [Chennai] is Hiring for - Technical Customer Service (TCS) Associate

Key job responsibilities:

• Providing prompt, efficient, detailed service by engaging directly with customers
• Patiently listen to, understand, and solve complex technical customer issues
• Investigating, documenting, and resolving issues
• Providing world class support to customers
• Navigating multiple system applications and researching applicable solutions with ease
• Developing detailed knowledge about products, services and features
• Providing advanced Ring device troubleshooting solutions
• Being a voice and advocate for our customers when something doesn't feel right
• Working with cross-functional support teams to ensure a consistent and high-quality level of support
• Acting as an advocate for our customers by reporting and acting on observed areas for improvement
• Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
• This position may require that you handle various contacts types including; Chat, Email, Inbound and Outbound voice calls with our customers

Basic qualifications:

• High School Graduate/ Diploma, one-year-plus of customer experience, or one-year-plus working directly with customers, or enrolled in college/university
• Standard qualifications include: (a) Typing Speed (minimum of 30 AWPM for voice and 32 AWPM for chat), (b) Grammar, (c) Active Listening, (d) Attention to Detail, (e) Critical Thinking, (f) Problem Solving, (g) Conflict Resolution/ Resilience, and Engagement.
• Strong interest in consumer technology
• Experience troubleshooting technical devices
• Basic understanding of networks / Wi-Fi connectivity
• Patience working with customers that are slower to learn new technologies
• Ability to communicate and present a professional, courteous, and patient demeanor over the phone
• Ability to foster positive relationships
• Flexibility with full-time schedule, including shift assignments on weekends/evenings
• Problem-solving skills
• Proficiency with learning new technology

Immediate Joiners Preferred

Location - Chennai [Perungulathur]

Work Mode - Office

Shift timings - Rotational night shift

Cab facilities are available within 25kms from the office location.

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