Technical Support Executive (TSR) and Customer Service Executive (CSR)

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 Education Requirements

- Graduate from a reputed university or equivalent experience in a relevant field.

- Undergraduates with at least 18 months of relevant experience may also be considered.

- Graduation is compulsory.

Language Requirements

- Excellent communication and interpersonal skills.

- Global English should be C1 or higher using the CEFR framework. (Excellent communication skills are a must-have; C1 is good to have.)

- EMEA languages should be C1 or higher for the primary language, and English should be B2 or higher. (Excellent communication skills are a must-have; C1 is good to have.)

 Role Requirements

- This requirement is for both CSR and TSR positions.

- Candidates must have international voice experience.

- Candidates with technical experience can apply for the Technical Support Voice opening.

 Key Responsibilities

- First Call Resolution: Efficiently handle customer queries and resolve issues during the first contact wherever possible.

- Deliver exceptional customer experiences while balancing technical support and sales objectives.

 Communication Skills (Critical Requirement)

- Exceptional verbal and written communication skills to interact professionally with global customers across multiple channels (phone and chat).

- English proficiency must be B2 or higher. (Excellent communication skills are a must-have; C1 is good to have.)

- Ability to convey technical information in a clear, concise, and customer-friendly manner.

- Strong active listening and empathy to understand customer concerns and provide effective solutions.

- Skilled in managing tone and maintaining professionalism during challenging or escalated interactions.

 Customer Handling & Escalation (Good to Have)

- Case Documentation & Tracking: Record all customer interactions accurately within the CRM system and follow through on open cases within 24 hours.

 Analytical and Diagnostic Skills (Must Have)

- Ability to identify the problem area of reported issues by asking relevant, targeted questions.

- Accurately determine the root cause for effective troubleshooting and resolution.

Problem Solving (Must Have)

- Utilize product knowledge, user guides, and reference materials to solve known customer issues.