Responsible for providing first level problem resolution for all incoming service inquiries. Perform all phases of troubleshooting including interpretation, analysis, research, and resolution of technical problems for the specified hardware/software product(s)
Provide technical support via telephone and/or other electronic mediums for a major product category.
Provide a high level of professional, competent support to all customers in pre-sales and post-sales situations.
Employ a high level of interpersonal and communication skills to defuse customer frustration and move toward a solution. Escalate complex problems as necessary.
Identify the degree of customer’s technical knowledge and adjust problem solving communications accordingly.
Deliver quality technical resolutions in a timely manner by interpreting customer problems, researching available resources, and applying solutions in accordance with established guidelines and procedures.
Achieve and maintain to a performance standard. Including but not limited to; average handle times, call quality, customer satisfaction.
Log all incoming calls and accurately create case notes in a call tracking database.
Search and retrieve data from various databases.
Participate in training activities to maintain technical currency, and to broaden product knowledge.
Requirements:
Skill in providing an exceptional customer experience.
Skill in verbal and written communication to analyze, interpret and address customer needs.
Knowledge of computer hardware.
Knowledge of computer operating systems. Including but not limited to one or more of the following; Windows XP, Vista and Windows 7.
Ability to work in a time critical environment.
Ability to be flexible and quickly adapt to changing business needs and processes.
Ability to employ professionalism and self-control in deescalating the upset customer.
Ability and willingness to provide presales support.
Ability to promote and sell products or services.
Ability to sit at a computer keyboard, view a computer monitor, and use a telephone headset for extended periods of time.
Required to work unconventional hours or shifts, weekends, holidays, 2nd shift, or early mornings.
Qualification Required
Under graduates/ Graduates/ Diploma or Degree in Engineering
Minimum 6-12 months of experience in a Call Centre or field experience in troubleshooting computer hardware (Desktop /Laptop / Printers ) / network and various Operating System.
For interview drop-in between 11:00 a.m. to 5:00 p.m. at the below mentioned address-
Stream Global Services
Maxus Mall
Fourth Floor
Fatak Road, Near Timba Hospital
Bhayander (W), Thane-401101
Mumbai
Contact no. : 39311600 extn. 4609/ 4610/ 4611
E-mail id : jobsindia@stream.com
Please carry your updated CV with three latest salary slips
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