Technical Support Representative

Job Category :

Posted 2 months ago

Position Title: Technical Support Representatives
Number of Openings: 100+ positions
Location: Chennai, India
Working Hours: US Shift timings (Rotational night shifts)
Experience: 6 months – 8yrs

Roles and Responsibilities:

  • Handle Level 1 support (Calls, Emails & Chat) from International customers which includes Technical Support, Customer Support and Product Queries.
  • Technical Support includes queries related to consumer products and resolving the issues related to these devices.
  • Customer Support includes queries related to warranty and RMA Status.
  • These voice calls should be handled with a service level of above 80% and 100% for email cases, respectively as defined in the Standard Operating Procedure.
  • Any call or email that requires next level attention or assistance should be escalated appropriately to the SME via CRM.

Key Competencies:

  • Strength in communication, teamwork, processes, and customer orientated

Required Skills:

  • Basics on Windows OS (internet/ BSOD/peripherals setup/practicality on system drivers/ understanding of 3rd party application issues/common errors)
  • Added advantage if familiar with Mac, Linux, and Virtualization concepts (VMware/virtual box)
  • Logical thinking and problem-solving skills; Practical approach to troubleshooting and understanding a reported issue.
  • Excellent Verbal & Written Communication skills
  • Flexible to work Night shifts.

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Job LevelFresher / Entry Level

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