Job Description

Skill: Webchat Experience: 1 to 5 Years Location: Mumbai : Answer incoming calls, respond to emails and chats Explain company\'s features, products, and services Assist customers with service or feature modifications on account Respond to any disruption of service issues Open trouble ticket depending on the nature of the service issue Analyse, isolate and diagnose technical trouble Route ticket to appropriate department for resolution Provide existing trouble ticket status to customers Coordinate customer premise visit with on-ground team Escalate customer complaints in accordance with company policesTech Support Agent Qualifications and Skills Bachelor\'s degree Proficient in relevant computer applications and systems 0-2 years of experience in a call centre environment Professional phone etiquette Outstanding verbal and written communication skills, Exceptional listening, problem solving and conflict resolution skills Knowledge of relevant software computer applications and equipment Knowledge of customer service principles and practices Willingness to co-operate with others and work to team and business goals, Multi-tasking capabilities Knowledge in home broadband, PSTN, VoIP, ADSL and NBN technology types Troubleshooting modems, set-top boxes, Windows, Mac OS, and applications. Knowledge in TCP/IP, IPV4, IPV6, DNS, Subnetting Etc Knowledge in all aspects of Wi-Fi Support, handling inquiries via phone & use of Helpdesk ticketing system. Running diagnostic programs to diagnose and resolve issues. Ability to handle stressful situation appropriately Willingness to co-operate with others and work to team and business goals

foundit