International BPO

4 weeks ago

chennai, India Movate Full time

Hi,


Good Day


Please find the below job description,


Movate (formerly known as CSS Corp) is a global customer experience and technology consulting services provider, disrupting the industry with a unique intersection of industry-leading proprietary solutions, resilient operations, and innovative business engagement models. It has emerged as a compelling alternative to the traditional IT and support service providers with its premium service offerings and differentiated value propositions that solve clients’ critical business problems proactively. The company is a digital transformation partner of choice for its clients, which include the world’s top innovators across industries, from mid-market players to large enterprises. Its diverse team of over 11,700 customer-centric thinkers, collaborators, and co-creators across 20 global locations, is passionate about helping clients succeed through intelligent automation-led outcomes.


Designation : Technical Support Representative (Networking & Telcom)

Experience : 0 – 4 years

Job Location : Chennai

Shift time : US shift


Position Summary

This frontline, customer facing position involves handling incoming call activity and processing cases received through CRM portal and assigned queues. The successful Tier 1 agent will complete level 1 support tasks, conduct initial triage and information gathering, and follow escalation process to ensure successful handoffs and resolution of advanced issues. Consistent communication with Vonage Customers is crucial. Meeting or exceeding established productivity and performance targets provides the foundation for delivering world class support.


Key activities

  • Handle incoming call activity and process/complete tasks identified in cases received through CRM portal and assigned queues
  • Triage incoming cases received by CRM. Prioritize & Assign by priority category, offer case acknowledgment & expectations to customer
  • Complete BroadWorks Requests for Moves, Adds, Deletes & Changes for user subscription or services
  • Provide Application Support by creating cases, conducting & documenting initial discovery, and escalating when necessary
  • Conduct initial triage and information gathering on system-wide network events and break/fix items in preparation for handoff to Vonage
  • Conduct proactive queue scanning to identify and prioritize cases for offline agents, and for cases set to exceed SLA
  • Provide timely response and mitigation plans to cases which returned DSAT surveys
  • Adhere to established SLAs, and productivity/performance goals
  • Act as second layer escalation path before escalating to Vonage
  • Participate in Vonage's Quality Assurance and Compliance program, while managing all opportunities to favorable outcomes
  • Provide operational reporting in adherence to established schedules
  • Provide proactive posturing and mitigation planning based on detected trends and themes
  • Provide world class Customer Support by delivering service in accordance with Vonage values


Required Competencies:

  • Exceptional Customer Support and Soft Skills, with a sense of responsibility, initiative and ownership
  • 1+ Years Customer Support Experience
  • Working Experience with CRM/ticketing systems
  • Basic Understanding of VOIP and Networking Fundamentals
  • Experience and understanding of technical troubleshooting processes
  • Familiarization of internal departmental coordination as a part of troubleshooting workflow
  • Familiarization of third party vendors to resolve incidents & outages


Desired Requirements

  • Advanced Technical Troubleshooting Experience in computer hardware and networking
  • IP and WAN Networking Experience

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