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JD:
Primary Duties / Responsibilities


• Handles inbound customer inquiries in a 24/7 environment via CHAT, PHONE and
EMAIL while adhering to established Service Level Agreements and Key Performance
Indicators. Shifts are on rotational basis mainly during American business hours
• Needs to handle all calls using excellent problem solving skills by accurately diagnosing
the issue with the pre-defined knowledge base and possess excellent customer
handling skills.
• Create and assign leads to Sales following a successful lead qualification conversation
• Entitle, case creation and routing of technical support inquiries to the adequate
Technical Support engineer while keeping backlogs to the minimum
• Proactively provide all the relevant information on the enquired product and explain
the features, advantages, and benefits with the accurate technical specifications.
• Initiate required action for issue resolution and communicate to the appropriate
personnel including outbound calls for quicker resolution
• Contributes to knowledge management system in the form of updating or creating
policies and procedures

Qualifications

• Excellent customer service attitude and the ability to interact with customers in a
professional manner with deductive reasoning skills
• Strong verbal and written communication skills as well as excellent listening skills
• Flexible and adaptable to the ever-changing environment.
• Able to resolve customer inquiries with minimal guidance
• Work effectively in a team environment and collaborate cross-functionally
• Ability to analyze information and evaluate results to resolve problems
• Excellent organizational skills with the ability to prioritize, organize, and accomplish
tasks

Requirements (Education, Certification, Training, and Experience)

• Bachelor’s Degree or equivalent Mandatory. Engineering/Technical Degree preferred
• 2+ years of Customer Service / Technical Support experience in a fast paced, high
volume, multi-tasked environment
• Working knowledge of Microsoft Windows and Office suites is mandatory
• Experience with CRM systems (Salesforce, SAP, Oracle, People Soft etc.) preferred