Presales Technical Support
2 weeks ago
Job Title : Technical Support Engineer.
Exp : 2 - 8 Years.
Location : Chennai.
Timing : 9Am-6Pm.
Skills : Customer Relationship Management, Pre-Sales Support, Customer Training & Implementations, Incident Management, Hardware RMA.
CUSTOMER SERVICE REPRESENTATIVE SKILLS AND QUALIFICATIONS :
- Minimum of bachelor's degree or Diploma or Equivalent Technical Qualification or Certification.
- Customer Handling Skills (Exposure in handling International Customers).
- Excellent Communication Skills (Oral & Written).
- Intermediate Hardware, Software & Networking knowledge.
- Strong Interpersonal Skills & Exposure to working across multi-cultural workforce.
- Flexible to work in shifts (24/7) environment, Quick Learner.
- Quality Focus, Problem Solving Skills, Market Knowledge.
- Documentation Skills, Listening Skills, Email / Chat etiquettes.
- Analyzing Information, Go in to the details, Logical Troubleshooting Skills, Multi-tasking.
- Flexible to travel frequently Domestic / International.
- Good to have a valid passport.
CUSTOMER SERVICE REPRESENTATIVE JOB DUTIES :
- Incident Management Ticketing Process - Taking Ownership of issues end to end and maintaining the confidentiality of the Customer Information and recording every bit of information on the CRM.
- Resolve customers issues with respect to Product, Software, Hardware, Replacement or Enquiry.
- Drill down and identify the root cause of the issue and accurate reporting of the same to other departments.
- Provide best possible solution to the customers and expediting speedy resolution to the customers.
- Suggesting any Sales Leads / Opportunities with the Customers to the Sales Team.
- Prepare product or service reports by collecting and analysing customer provided information and passing it on the relevant teams internally.
- Contribute to team effort by accomplishing related results as needed.
- Generate sales leads and maintain a good rapport with the POCs, build sustainable relationships of trust through open and interactive communication.
- Go the extra mile to engage customers.
- Weekly, Monthly submission or reports / timesheets submission on time.
- Ownership of Cases lying in your bin, regular follow ups and feedbacks to the internal teams.
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