US Voice Process- Executive / International Voice support

What We Offer:

• Salary: upto 6 LPA
• 2,000/month wellness reimbursement
• 1,000/month broadband reimbursement
• 2,000/month Pluxee meal coupon
• 300/day Night shift Allowance

Shift & work Details:

Shifts: Rotational Shifts & Rotational Weekoff (Continues 2 days weekoff)

Work Location: Chennai, Guindy.

Preferred candidate profile:

Education and Experience:

• High school, diploma or equivalent required; a degree or certification in a relevant field is a plus.
• Prior experience in International customer service is preferred.
• Help desk, or technical support experience not mandatory.

Communication Skills:

• US Voice & Accent proficiency is mandatory.
• Excellent verbal and written communication skills to effectively interact with customers.
• Active listening skills to understand customer concerns and inquiries accurately.
• Ability to explain technical concepts in a clear and understandable manner to non-technical individuals.

Role & responsibilities :

• Basic Troubleshooting: L1 agents are responsible for handling initial customer inquiries and technical issues. They provide first-line support and aim to resolve common and straightforward problems.
• Ticket Triage: L1 agents assess incoming support tickets, prioritize them based on urgency or severity, and route them to the appropriate teams or individuals for further investigation if necessary.
• Knowledge Base Management: L1 agents contribute to building and maintaining the organization's knowledge base by documenting known issues, solutions, and frequently asked questions (FAQs). They update the knowledge base with new information gathered from customer interactions.
• Customer Interaction: L1 agents interact directly with customers, either via phone, email, live chat, or support tickets. They gather relevant information, actively listen to customer concerns, and provide timely and professional responses.
• Escalation: If an issue cannot be resolved at the L1 level, agents escalate it to L2 or higher support levels. They provide comprehensive documentation of the issue, including relevant troubleshooting steps taken, to facilitate a smooth transition to the next level of support.
• Reports: Provide periodic reports to the Manager

Interested candidates can share their CV at: [email removed]