Job Description – Technical Support Executive (TSR) & Customer Service Executive (CSR)

Education Requirements

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

* Undergraduates with a minimum of 18 months of relevant experience can also apply. (Must Have)

 Experience Requirements

* Candidates must have International Voice Process experience.

* Candidates with relevant technical support experience can apply for the Technical Support Voice opening.

 Language Requirements

* Excellent communication and interpersonal skills are mandatory.

* Global English proficiency: B2 or higher. C1 proficiency is good to have.

* For EMEA languages:

    * Primary language proficiency: C1 or higher.

    * English proficiency: B2 or higher.

* Strong communication skills are a must; C1 proficiency is preferred.

 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.

* Provide professional customer and technical support to international customers through voice and chat channels.

* Identify customer needs and provide appropriate solutions.

Communication Skills (Critical Requirement)

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

* English proficiency of B2 or higher (Excellent communication skills are mandatory; C1 is preferred).

* Ability to explain technical information clearly, concisely, and in a customer-friendly manner.

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

* Ability to manage tone and maintain professionalism during challenging or escalated interactions.

 Customer Handling & Escalation (Good to Have)

* Case Documentation & Tracking: Accurately record customer interactions in the CRM system and follow up on open cases within 24 hours.

* Strong customer-handling and escalation-management skills.

 Problem-Solving Skills (Must Have)

* Strong analytical and diagnostic skills to identify issues by asking relevant, targeted questions and accurately determining root causes for effective troubleshooting and resolution.

* Utilize product knowledge, user guides, and reference materials to resolve known customer issues.

 Additional Competencies

* Operational Excellence: Work towards achieving operational goals while adhering to all processes and procedures.

* Goal Orientation: Focus on meeting or exceeding sales targets and KPIs.