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

 

Job title: Customer 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

 

Job title: Quality Associate / Senior Associate/ Team Lead
Work Location: Chennai
Experience: 0-10 years
Qualification: Any graduate/Non-graduate with experience

 

Roles and Responsibilities:

• Monitor calls and emails on communication and soft skills per sampling plans.
• Monitor and coach agents on grammar, pronunciation, syllable stress and other aspects of the English language, culture, etc.
• Provide consistent coaching and feedback to enhance employee performance.
• Support floor training initiatives.
• Intermittently assist in design and development of training material.
• Provide feedback and input for training content enhancement and development.
• Develop action plans for the bottom quartile and ensure they move up the learning curve.
• Must work with multiple teams and processes.

 

Required Skills:

• Excellent communication skills.
• Strong understanding of the English language technical and practical applications.
• Well-versed with soft skills.
• Understanding of monitoring and feedback techniques.
• Ability to audit monitored data and identify coaching/training needs.
• Efficient at managing ones own schedule and work.
• Must be self-motivated and able to motivate others.
• Ability to improve the communication and soft skills of the agents for sustained continuous improvement.
• Display a high-level of effort and commitment towards supporting employees

 

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