Industry:
Business Process Outsourcing (BPO)
Segment:
Customer Contact Center
Job Family:
Technical Support
Job Role:
Technical Support Executive
Indicative Role Titles:
Technical Support – Voice Executive, Customer Support Voice Executive, Support Engineer Voice Process
Role Description:
Provide users with technical support with regards to minor and frequently occurring technical problems via phone. Respond to technical queries, diagnose and resolve customer issues in time.
Required Interactions:
Internal Stakeholders:
-Line Manager
-Team Members
-Supervisor/Floor In-charge
External Stakeholders:
-Client/Customer
Job Accountabilities:
-Gather and analyze information regarding the user’s issue and determine which predefined situation it resembles and how it can be resolved
-Provide basic technical support and troubleshooting using scripts for frequently occurring problems
-Document the solution used to resolve the issue for future use and training purposes
-Escalate problems to higher levels if there is no information available on methods to resolve the problem
-Capture and report customer feedback
Technical Competencies:
-Customer Support (Technical)
-Information Technology Literacy
-Telephone Etiquettes
-Data Entry & Documentation
Personal Characteristics:
-Analyzes Information
-Articulates Effectively
-Applies Technical Knowledge
-Focuses on Customers
-Generates Solutions
-Listens Actively
-Demonstrates team orientation
Qualifications & Training:
Essential Qualification:
-Diploma Holder or Graduate Degree in any discipline
Indicative Certifications & Trainings:
-Training on language (spoken), Technical Support
Indicative Years of Experience:
-0-1 year of work experience/internship in relevant areas
