10/04 Anjali Kumari
HR Manager at Anatel Ventures pvt ltd

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Anrari - Executive - Technical Support (1-2 yrs)

Noida Job Code: 70336

Job Description : 

Under general supervision, in a 24/7 in-bound, Support Executive will provide problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solution Solutions include, but are not limited to uninstalling/reinstalling basic software applications, verifying proper hardware and software set up, power cycling equipment, assisting with navigating around application menus and troubleshooting other booking related issues. Support will be provided by clearly communicating solutions in a user-friendly, professional manner either via remote session or step by step verbal walk through over telephone.

Responsibilities and Duties : 

Duties and Tasks/Essential Functions :

- Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet;

- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services;

- Gather customer's information and determine the issue by evaluating and analyzing the symptoms;

- Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more;

- Research required information using available resources

- Follow standard processes and procedures

- Identify and escalate priority issues per Client specifications

- Redirect problems to appropriate resource

- Accurately process and record call transactions using a computer and designated tracking software

- Offer alternative solutions where appropriate with the objective of retaining customers and clients business

- Organize ideas and communicate oral messages appropriate to listeners and situations

- Follow up and make scheduled callbacks to customers where necessary

- Stay current with system information, changes and updates.

Qualifications and Skills : 

Skill and Knowledge Qualifications :

- Proper phone etiquette

- Ability to speak and write in English clearly and accurately

- Demonstrated proficiency in typing and grammar

- Knowledge of customer service principles and practices

- Effective listening skills

- Willingness to co-operate with others and work to the greater good

- Multi-tasking capabilities

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