Technical Support Voice

4 weeks ago

Pune, India Spes Manning Full time

Job Description We are seeking a proactive professional for the Technical Support Voice role. You will be responsible for providing technical assistance and troubleshooting for various issues, ensuring excellent customer satisfaction through voice-based support. This role requires strong communication skills, a problem-solving mindset, and a solid understanding of relevant technologies. Roles & Responsibilities: - Provide comprehensive technical support to users via voice calls, addressing their technical issues and inquiries. - Diagnose and resolve a wide range of technical problems, guiding users through troubleshooting steps and solutions. - Document all support interactions and resolutions accurately in the designated ticketing system. - Escalate complex or unresolved issues to higher-level support teams when necessary, ensuring proper handover. - Maintain up-to-date knowledge of products, services, and common technical issues to provide accurate information. - Strive to achieve high customer satisfaction ratings and adhere to service level agreements (SLAs). - Educate customers on product features and best practices to prevent future issues. Skills Required: - Excellent verbal communication skills with a clear and professional phone demeanor. - Strong problem-solving and analytical skills to diagnose and resolve technical issues effectively. - Ability to explain technical concepts to non-technical users patiently and clearly. - Familiarity with remote support tools and ticketing systems. - Customer-focused with a strong commitment to providing high-quality support. - Ability to multitask and manage call volumes efficiently. - Adaptability to a fast-paced and evolving technical environment. QUALIFICATION: - Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.

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