Customer Service Technician

6 hours ago

Guntur, Andhra Pradesh, India beBeeSupport Full time ₹ 10,31,999 - ₹ 12,95,999

Job Overview

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  • This role involves managing customer support activities, including receiving incoming calls, chats, emails and tickets to provide end-to-end technical and general support resolution.
  • Will interact with mobile phone carriers and other departments to resolve mobile service-related issues.
  • Must adhere to business rules and policies as dictated by the joint operations document.
  • Ensuring SLA's and KRA's meet day to day, month to month.
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About the Role

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  • We are seeking a Portuguese/Spanish and English-speaking candidate to support our SaaS product (Mobility Practice).
  • The ideal candidate will determine the issue, research, and follow-up steps as necessary for resolution of issues.
  • Will answer incoming calls and chats.
  • Troubleshooting device and networking issues reported by users, acting as a liaison between customers, mobile carriers, client policy and internal teams to provide accurate and timely resolution.
  • Working customer service/tech support via incoming phone calls, email and chat.
  • Identify and assist in resolving all issues identified during regular operations.
  • Ticketing all calls, chats and email support in English and Portuguese/Spanish.
  • Review deliverables of support team members and provide required support and guidance to ensure timely deliverables.
  • Communicates escalations/issues to Managers in a timely manner, ensuring professional and accurate communication.
  • Act as a single point of contact for managing communications with the client.
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Skill Set & Qualifications

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  • Candidate should be willing to work in 24/7 rotational shift.
  • Extremely organized with an appreciation for process and documentation.
  • A team player who thrives in a kind and collaborative environment.
  • Ability to quickly learn how to troubleshoot devices and step-by-step instructions.
  • Identification, prioritization and resolution of reported problems through various mediums and responsible for the closure of request with specified SLA.
  • Working closely with international telecom carriers/service providers to resolve requests and incidents raised by customers.
  • Technical Support experienced highly regarded.

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