Technical Support Executive

  • PurpleRain
  • Bengaluru, Karnataka, India
  • Apr 16, 2018
Full time Others BPO, ITES & Customer Service Jobs

Job Description

Responsibilities: 

  • Frontline support via live chat, tickets, and telephone.
  • Troubleshooting a variety of technical and non-technical issues customers are facing with their respective product
  • Performs miscellaneous job-related duties as assigned by the supervisors and management.
  • Provide customer support and technical support for various products
  • Answer questions and deliver support to customers with varying degrees of product knowledge and technical proficiency
  • Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses; gathering and researching information; assembling and forwarding information; verifying customer's understanding of information and answer.
  • Identify and escalate priority issues; directing cases to appropriate teams and resources as needed
  • Records customer inquiries by documenting inquiry and response in customers' accounts.
  • Improves quality service by recommending improved processes; identifying new product and service applications.

 

Required Skills:

  • 1-2 years of Technical Support Experience.
  • B.E/ B.Tech Graduate preferred.
  • Strong written and verbal communication skills
  • Excellent interpersonal and customer care skills
  • Understanding of technical terminologies
  • Ability to ask open-ended questions and uncover information
  • Ability to work as part of a team
  • Well organized, meticulous attention to detail with the ability to multi-task
  • Experience in Web Hosting and VPN
  • Knowledge of FTP, DNS, cPanel, VPN Protocols, and WHM preferred
  • Willing to work in shifts in a 24/7 environment.