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Support Type: Non-Voice

Job Location: Hyderabad, Andhra Pradesh, India
Employment Status: Full Time

Position objective:

• As Technical Support Associate, you are expected to address customer challenges and queries through chat support and ensure effective resolution to the challenges the customer encounters
• Ensure customer satisfaction and quality parameters are met for the resolutions provided
• Ensure that you delight customers and help in retention by providing customer experience that would enhance stakeholder's value

Roles & Responsibilities

• Effectively address customer queries by understanding challenges faced by the customer
• Ensure you meet set process for addressing customer queries
• Understand customer expectation clearly through effective probing
• Document reasons for customer dissatisfaction for all the queries and the challenges faced
• Understand and upgrade product and process knowledge to meet required standards of customer resolution on an ongoing basis
• Set high levels of performance standards for the given process/account
• Ensure you understand expected performance standards and metrics to be achieved for a given process/account
• Look for areas of improvement in the process and provide insights to your Supervisors to enhance customer delight
• Follow the learning management process to remain current and updated on required skills and knowledge required for the position
• Learn, help and support fellow members in the team in meeting desired performance standards for a given process/account
• Bring right attitude to the work place that complements and enhances the work culture
• Always Think like a winner

Required Knowledge

Basic understanding on:

• Computer Operating Skills – File/Memory/Keyboard Management, Installing and uninstalling software, basic troubleshooting, keyboard shortcuts.
• Operating System – Knowledge of hardware – RAM, HDD, devices. Knowledge of OS – Mac or Windows. Control Panel and basic hardware troubleshooting.
• Internet Concepts – Knowledge of IP, DNS. Search Management. Internet and browser understanding and basic troubleshooting.

Skills

• Communication Skills – Moderate to High
• Written English – Grammar correct
• Typing Speed – above 25 wpm>

Desired Behavior

• High commitment
• Ability to learn
• New ways of thinking and doing
• Adaptive to team and organization
• Open for feedback and learning
• Proactive and high energy

Academic Qualifications: Undergraduate and above in any stream.
Years of Experience: 0 - 4 years working experience desired 
Type of Experience: BPO experience will be a plus, freshers are also eligible.

Interested candidates may forward their resumes to careers@knoahindia.com