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Sme
3 months ago
Customer Service/Support
Location
- Hyderabad, India***Job Title:SME
Job Description:
Concentrix is a technology-enabled global business services company specializing in customer engagement and improving business performance.
We partner with ambitious, progressive executives around the world to future-proof their business and stay ahead of the competition and customer expectations.
Key Responsibilities:
- SME's are on roaming profile constantly moving from agent to agent
- Provide proactive diagnosis & troubleshooting guidance to tech support agents.
- Essential Functions/Core Responsibilities
- Provide floor support, learning sessions, coaching & feedback to agents (Subject Matter Expert).
- Assist in driving team metrics.
- Monitor closure of service levels regularly.
- Ensure prompt escalations to the Team Captain.
- Supervise team in the absence of the Team Captain.
- Monitor performance and quality scores of the team.
- Take production and escalated calls.
Desired Skills:
- Strong Technical knowledge and knowhow for products supported by the Process.
- Excellent written & verbal communication skills
- Strong customer service aptitude
- Strong Excel & Analytical skills shall be an added advantage.
- Being flexible, sensitive and open minded when dealing with customers.
- Knowledge of Fantasia Mobility Devices; Knowledge of latest Operating Systems
- Knowledge of Client Policies and Processes (Software policies, Hardware policies & Warranty)
- Good to have skills: OEM experience.
- Ability to learn including strong problem
- Should be able to handle complex queries
Educational Qualification : Graduate
Disclaimer:
Location:
IND Hyderabad - Unit No. 601, 6th Flr, Maximus Building 2A
Language Requirements:
Time Type:
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