Industry:
Business Process Outsourcing (BPO)
Segment:
Customer Contact Center
Job Family:
Technical Support
Job Role:
Technical Support Executive
Indicative Role Titles:
Technical Support Non–Voice Executive, Customer Support Non–Voice Executive, Support Engineer Non–Voice Process
Role Description:
Responsible for resolving queries and customer cases over web-chat or email.
Required Interactions:
Internal Stakeholders:
-Line Manager
-Team Members
-Supervisor/Floor Incharge
External Stakeholders:
-Client/Customer
Job Accountabilities:
-Provide basic technical support and troubleshooting using scripts for frequently occurring problems
-Provide troubleshooting and technical support over web-based tools and email
-Advise customers regarding the product’s proper use and address specific user issues
-Escalate issues in case existing support may not be sufficient for resolving the problem
-Capture and report customer feedback
Technical Competencies:
-Customer Support (Technical)
-Information Technology Literacy
-Remote Technical Support
-Data Entry & Documentation
Personal Characteristics:
-Analyzes Information
-Articulates Effectively
-Focuses on Customers
Qualifications & Training:
Essential Qualification:
-Diploma Holder or Graduate Degree in any discipline
Indicative Certifications & Trainings:
-Training on language (written), Technical Support
Indicative Years of Experience:
-0-1 year of work experience/internship in relevant areas
