Technical Support Voice

Technical Support Associate - International Voice Process

Role & Responsibilities

• Handle inbound customer calls from international clients regarding product-related issues and technical concerns.
• Diagnose, troubleshoot, and resolve customer issues over voice calls in a timely and professional manner.
• Provide step-by-step guidance to customers to help resolve technical problems.
• Escalate complex technical issues to the appropriate teams when necessary.
• Maintain accurate records of customer interactions, issues reported, and resolutions provided.
• Ensure high levels of customer satisfaction by delivering excellent service and support.
• Meet defined quality, productivity, and customer service metrics.
• Stay updated with product knowledge, system updates, and troubleshooting procedures.
• Follow company processes, policies, and compliance guidelines while assisting customers.

Requirements

• Minimum 1 year of experience in Technical Support.
• Mandatory experience in an International Voice Process environment.
• Experience in handling customer calls and providing technical troubleshooting support.
• Excellent verbal and written communication skills in English.
• Strong customer service orientation and problem-solving abilities.
• Ability to understand technical concepts and explain solutions clearly to customers.
• Comfortable working in shifts, including rotational and night shifts, if required.
• Basic knowledge of operating systems, software applications, networking concepts, and technical troubleshooting.
• Ability to multitask and work effectively in a fast-paced environment.

Mandatory Experience

• Minimum 1 year of experience in Technical Support.
• Experience in International Voice Process is mandatory.
• Experience in handling voice-based customer support for global customers.
• Proven ability to troubleshoot and resolve technical issues over calls.

Key Skills

• Technical Troubleshooting
• International Customer Support
• Voice Process Support

POC : Harishine