Customer Support

L1 – Security Support Engineer

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Designation: L1 – Security Support Engineer
Location: Romania
Experience: Minimum 1 Year Experience in endpoint security support  for English

 

Primary Responsibilities and Duties:

  • Troubleshoot all Level 1 support from the EMEA region & First response for US customers.
  • Provide exceptional customer service while responding to phone, e-mail, and online requests for technical support.
  • Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle.
  • Assist customers in the triaging and troubleshooting of clients products
  • Track and monitor all support cases to ensure timely resolution and follow-up.
  • Engage with Tier 2 support and escalate the cases in a timely manner
  • Clearly identify documents, and find solutions for customer issues and product problems using the client’s KB engine.
  • Escalate critical customer situations to the appropriate level of management.
  • Communicate technical issues to support teams and to clients always

 

Skill Set Requirement:

  • 1 + Years in enterprise endpoint security or technical assistance center support
  • Basic understanding of security concepts
  • Strong understanding of Windows
  • A basic understanding of Windows servers & Active directory concepts is an added advantage.
  • Basic knowledge in Virtualization and Cloud Concepts is an added advantage.
  • Excellent Written & Verbal communication skills
  • Ability to work a day shift with flexibility for on-call rotation a few times a month after hours

Customer Service Representative – Romania

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Position Title: Customer Service Representative

Location: Romania

Working Hours: 8AM to 5PM EEST Monday thru Friday (5×9); may be required to work other shifts to meet customer needs

                  

Experience 

  • Minimum 6 months -1 year of demonstrated customer service-oriented experience

Functional Skills 

  • High level Integrity, understand & abide by our business practices
  • Willingness to learn (LOB specific product/service, policies & processes), execute and improve
  • Ability to effectively navigate through desktop tools, applications and websites
  • Basic Knowledge on MS Office
  • Excellent Problem solving skills with proficiency in identifying issues by performing Root cause analysis
  • Proficiency in keyboarding (30+wpm), Windows-based applications, internet and web browsing
  • Ability to utilize various documentary and personnel resources to craft case-specific action plans
  • Ability to work with a sense of urgency
  • Ability to spot and report areas for continuous process improvement
  • This role is temporarily remote due to COVID-19.
  • You must be able to work assigned shifts during the center’s hours of operation: 8AM to 5PM EEST Monday thru Friday (5×9)
  • Bachelor’s degree in Computer Engineering, Management Information Systems or equivalent degree/experience preferred.

 

Soft Skills:

  • Must possess excellent oral and written communication skills in German/French/Italian + English
  • Ability to express precisely and with clarity
  • Excellent listening & Probing Skills
  • Exhibit strong interpersonal techniques – is positive, pleasant, respectful and customer focused
  • Ability to express empathy and exhibit a desire to help others
  • Provide case handling that is unique and based on each individual customer’s specific needs and schedule
  • Ability to de-escalate difficult customer issues to full resolution
  • Focus on creating a satisfying experience for the customer by using professional customer service techniques, personalizing and focusing on adding value
  • Ability to cope with stress and to remain calm in all customer service situations – remain patient, polite and provide excellent customer service
  • Preferred to have trouble-shooting experience with VoiP/Cloud PBX systems / cloud telephony technology
  • Ability to handle high volume of tikets, phone calls, and chats.
  • Being a true team player is a must.

 

Customer Service Representative – Mauritius

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Position Title: Customer Service Representative
Number of Openings: 100+ positions
Location: Ebene Cyber City, Mauritius
Working Hours: EST (candidates would need to work in shifts)
Experience: 0 – 6 months of demonstrated customer service-oriented experience (Freshers also welcome)

 

Roles and Responsibilities:

  • High level Integrity, understand & abide by our business practices
  • Willingness to learn (LOB specific product/service, policies & processes), execute and improve
  • Ability to effectively navigate through desktop tools, applications and websites
  • Basic Knowledge on MS Office
  • Excellent problem-solving skills with proficiency in identifying issues by performing Root cause analysis
  • Proficiency in keyboarding (30+wpm), Windows-based applications, internet and web browsing
  • Ability to utilize various documentary and personnel resources to craft case-specific action plans
  • Ability to work with a sense of urgency
  • Ability to spot and report areas for continuous process improvement
  • You must be able to work assigned shifts during the centre’s hours of operation: EST time zone

 

Required Skills:

  • High School Diploma as a minimum
  • Excellent written and verbal communication skills – French & English
  • Previous customer service experience desired
  • Excellent communication skills, including verbal with proper grammar
  • Customer service oriented
  • Good computer skills
  • Good multi-tasking skills
  • Basic experience handling customers over different communication channels

Customer Service B2+ C1

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Job Title: Customer Service B2+ C1
Location : Barranquilla
Experience : 0-1 years (Freshers Also Welcome)

 

We are looking for passionate people who dare to excel and want to grow professionally:

Responsibilities

  • Give the best customer experience in the service to the clients
  • Solve all possible situations during the service while maintaining empathy and active listening

Skills Required

  • Advanced English
  • High customer service skills

Benefits and Perks

  • Great offer and opportunities to growth
  • Work from Home Opportunity

Web Sales Representatives

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Job title:  Web Sales Representatives
Work Location: BGC, Taguig
Qualification: High School Diploma or GED equivalent
No of Openings: 12

 

Roles and Responsibilities:

  • Provide inbound support for DocuSign through multiple channels; calls (8%), chats (90%) and emails (2%).
  • Consultants would be expected to answer customer service type questions and generate sales through consultative selling (Sandler method).

 

Required Skills:

  • Minimum of 1 year in an international call center (can be cumulative experience but not back-office work)
  • Voice or Chat Sales experience preferred (upselling, outbound sales, hard selling preferred)
  • Chat experience preferred
  • KPI: Sales (Monthly Recurring Revenue), Conversion Rate, Quality, Availability/SL, Attendance
  • Ability to comprehend and give instructions in English (B2 CEFR or greater)
  • Chat Assessment to be determined (35 WPM, 85% Accuracy)
  • Sales experience (inbound and outbound)
  • Instruction – giving skills (tested during interviews) Orientation and knowledge about DocuSign, digital signature

Customer Support Representative – Costa Rica

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Designation: Customer Support Representative
Location: Ultra Lag, Lagunilla, Heredia, Costa Rica
Walk-in Date: 2nd and 3rd of March
Experience: 6+ months experience as a customer service representative
Number of Positions: 200+

 

Roles and Responsibilities:

  • 20%- Answers inbound phone calls from customers, quickly assesses customer needs and proactively provides solutions with a high degree of accuracy.
  • Provides superior customer service while handling inbound calls for product inquiry, order placement, and order follow-up.
  • Documents details of customer interaction into system.
  • 20%- Drives customer loyalty by providing, excellent service, accurate product and service knowledge to customers and looks for ways to reduce customer effort in ordering, shipping, order inquiry and return/refund experiences.
  • 20%- Keeps customers informed on the status of their order, reconciles errors in a cost-effective manner, resolves post-order issues such as returns and follows up to ensure all customer needs are fulfilled.
  • 10%- Where needed, acts as liaison between customer and manufacturer, as well as between customer and freight carrier.
  • 20%- Meets or exceeds various performance requirements, including but not limited to: customer service skills, accuracy, schedule adherence, speed to resolution, etc.
  • 10%- Partners with escalation group to obtain additional order support, customer follow-up, or handling of complex customer cases.

 

Required:

  • High School Diploma
  • 6+ months experience as a customer service representative
  • Excellent Fluency in English (Written and spoken)
  • Active listening
  • Attention to detail
  • Empathy
  • Critical thinking
  • Speed to solution

Customer Support Executive

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Job title: Customer Support Executive
Work Location: BGC, Taguig
Experience: 6 months of call center experience as customer service representative
Education Qualification: High School Graduate

 

Roles and Responsibilities:

  • Take inbound customer calls or chat/email to provide product & technical support for end users through active listening, effective troubleshooting and problem solving through established methods and procedures, standards and guidelines as outlined by the client.
  • Proactively keeps up to date on new product updates & processes.
  • Identifies the need to escalate specific issues and follow where necessary.
  • Transfers calls to other departments where appropriate.
  • Presents detailed information and responds to questions from the client and customers in a professional and courteous manner.
  • Works with support team in providing feedback and suggestions back to clients.
  • Review performance and work on improving and meeting client goals

 

Required Skills & Desired Skills:

  • Must be parent and grandparents (preferably female)
  • Can provide natural empathy that only someone who has direct experience.
  • Proven ability to communicate through oral and written forms in English.
  • Strong problem-solving skills.
  • Reasoning ability; ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
  • Computer literacy (knowledge of PC architecture. Win 3. 1, Windows Operating Systems and Internet applications).
  • Detail oriented with organizational skills and ability to multi-task.
  • Strong command of the English language with strong conversational skills.
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and computer products in English.
  • Ability to remain calm under stressful situations and understand customer’s emotions & deliver premium support.

 

OTHER

  • Work in an office environment
  • Ability to work well with others at varying organizational levels
  • Flexible to work varied shifts within a 24×7 environment, including weekend and holiday work schedules
  • Call experience is preferred.

 

Workforce Analyst- Assistant Manager

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Job title: Workforce Analyst- Assistant Manager
Work Location: Chennai
Experience: 3-7yrs
Qualification: Any graduate/Non-graduate with experience

 

Roles and Responsibilities:

  • Ensure agents adherence is met – Use Nice WFM and Genesys (Pure cloud) to manage all queues to provide direction to the respective LOB’s in order to effectively communicate to the leadership to maintain the agent’s adherence.
  • Monitor and alert the Calls in queue, High handle time, Non-adherence of Breaks, Lunch and provide update on the Service.

 

Required Skills

  • Knowledge of Metrics, Usage of applicable tools, Reporting skill, Decision- Making, Time Management, Knowledge on Metrics.
  • Limited technical knowledge of Project applications but should be able to have working knowledge of WFM tools – Like Nice WFM, Genesys, Sales Force, SAP (Added Advantage)
  • Good knowledge in Excel, must be highly Analytical and Adaptable to changing work environments

 

Workforce Analyst- Associate Director

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Job title: Workforce Analyst- Associate Director
Work Location: Chennai
Experience: 8-12yrs
Qualification: Any graduate/Non-graduate with experience

 

Roles and Responsibilities:

  • Solid understanding of WFM fundamentals. Proven experience in the design, development and implementation of strategic workforce planning with a very strong focus and ability to execute in a diverse/matrixed organizational environment
  • This position is responsible for establishing procedures and processes for the location associated with staffing, scheduling, forecasting and planning.
  • Responsible for design and implementation of scheduling and capacity planning to support contact center locations.
  • Build, develop and lead Resource Planning into a highly responsive team that meets the required standards and deliver on critical staff planning activities:
    • Planning for the day (volume forecasting, staff scheduling),
    • Planning for the Week (making scheduling adjustments including OT plans)
    • Forecasting for the month and – Ensure clear goals, objectives, and performance standards are established and communicated across all levels within the team and for cross-functional partners.

 

Required Skills:

  • Experience with leading contact centres is must.
  • Prior supervisory experience is required and an understanding of various telephony technology for contact centre is must.
  • Report automation and expert skills in Macro.
  • Minimum of 10 years Call Center experience required
  • Minimum of three years Management experience required
  • Ability to manage all customer channels (Voice/Chat/Email) – Able to focus in a fast paced, flexible environment, attention to detail
  • Excellent verbal and written communication skills

 

Technical Support Representative

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Job title: Technical Support Representative
Work Location: Chennai
Experience: 0-10 years
Qualification: Any graduate/Non-graduate with experience

 

Roles and Responsibilities :

  • Handle Level 1 support (Calls, Emails & Chat) from International customers which includes Technical Support, Customer Support and Product Queries.
  • Technical Support includes queries related to consumer products and resolving the issues related to these devices.
  • Customer Support includes queries related to warranty and RMA Status.
  • These voice calls should be handled with a service level of above 80% and 100% for email cases respectively as defined in the Standard Operating Procedure.
  • Any call or email that requires next level attention or assistance should be escalated appropriately to the SME via CRM.
  • Excellent Verbal & Written Communication skills
  • Flexible to work in Night shifts.

 

Required Skills:

  • Basics on Windows OS (internet/ BSOD/peripherals setup/practicality on system drivers/ understanding of 3rd party application issues/common errors)
  • Added advantage if familiar with Mac, Linux and Virtualization concept (VMware/virtual box)
  • Logical thinking, problem-solving skills; Practical approach on troubleshooting and understanding a reported issue.

 

Key Competencies:

  • Strength in communication, teamwork, processes and customer orientated

 

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