Technical Support Executive

Description:

The technical customer support executive is the front-line member to resolve customer problems, including both proactive and reactive support for Data, Cloud and other digital platforms. First-level on-call resolution by the agent would be the key to minimizing the resolution time for day-to-day customers’ complaints. Additionally, a person would handle all channels related to customer interaction efficiently, including inbound and outbound customer calls. A high-energy and intuitive individual with strong analytical skill sets is required to have good written and oral communication skills.

Key Responsibilities:

• Answer incoming calls and respond to customers' emails effectively.
• Proactively monitor customer service, identify issues, and escalate them to the concerned teams.
• Manage and resolve customer complaints according to defined procedures.
• Provide product and service information to customers as and when required.
• Manage and update customer databases with the status of each customer.
• Build sustainable customer relationships over calls.

Skills Required:

• Minimum 1-2 years of experience with Telecom or Data provider company in a similar role.
• Good understanding of L2/L3 services, GPON and basic understanding of cloud and digital services.
• Excellent communication skills (both written and verbal).
• Should possess the ability to interpret technical issues through the non-technical description provided by customers.
• Flexible to work in 24x7 shift cycles.