Tier-1 Technical Support
2 weeks ago
Position Overview:
We are seeking a Tier-1 Technical Support Agent to provide exceptional customer service and troubleshoot technical issues for our US-based clients. You will be responsible for answering inbound calls and emails, resolving issues, and maintaining high customer satisfaction.
Key Responsibilities:
- Provide inbound phone and email support to US clients.
- Troubleshoot technical issues and guide customers through resolutions.
- Document issues and escalate to relevant departments when necessary.
- Maintain a customer satisfaction (CSAT) rating of 90%+ and quality assurance (QA) rating of 90%+.
- Ensure timely issue resolution and follow-up.
Qualifications:
- 1-2 years of experience in Tier-1 Technical Support or similar roles.
- Strong verbal and written communication skills.
- Proficient in troubleshooting and problem-solving.
- Ability to manage inbound and outbound calls.
- Basic knowledge of MS Office and Salesforce.
- Excellent time management and multitasking skills.
- Empathy and patience in handling customer inquiries.
Job Details:
Shift
: Permanent Night Shift (9 hours/day, 5 days/week).
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