Eligibility:
- B.E/B.Tech [CSE/ECE/IS/IT], Bsc (computer),BCA, MCA from 2017-2021 batch
- 0-3 Years Experience
- Excellent verbal & written communication skills
- Willing to work in Shifts and in 24X7 work environment
Duties and Responsibilities:
Essential duties and responsibilities include the following.
Answer, evaluate, and prioritize incoming telephone, email and chat-based requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies
- Provide timely, professional, and accurate responses to clients who submit a question via the help menu, phone or email
- Enter all correspondence and necessary information related to a case into the case management system (currently Salesforce.com)
- Troubleshoot individually and with team members to resolve a case within 24 hours of case submission
- On-board new clients so that they can start using the Hobsons solutions successfully
- Collaborate and follow-up with the Product Engineering department on cases that require escalation to get resolved. Collaborate and follow-up with the Product Engineering department on cases that require escalation to get resolved
- Inform the account management team on critical member issues that result in a high priority case that is working to get resolved
- Contribute to research and growth of the Knowledge Base by creating member-facing documentation such as solutions and troubleshooting techniques/steps to resolving common questions
- Manage case work load by monitoring open case queue and phone queue and addressing cases in order in which they are received
- Provide feedback to Product Management and Product Engineering departments on common issues and questions from members as well as enhancements and recommendations for product improvements
- Enhance personal and professional growth by participating in training sessions for Support team
Key Skills:
- Customer support, Product Technical support, SQL, HTML, Database & Good Communication
Qualifications include:
- Associate/Bachelor’s degree required
- Good knowledge in writing SQL Basic queries
- Excellent written and verbal communication both over the phone and in-person required
- Ability to document identity and employment eligibility
- Excellent written and oral communication skills
- Good listener with good phone presence
- Demonstrates patience and empathy and has the ability to stay calm when dealing with customers under stress
- Strong technical, analytical and troubleshooting skills
- Demonstrated track record of being able to troubleshoot and solve customer problems remotely
- Can work independently to solve problems
- Strong organizational skills
- Outstanding attention to detail and accurateness
- Ability to manage and prioritize multiple tasks simultaneously
- Working knowledge of incident tracking software and reporting capabilities
- Ambition, drive, and ability to learn quickly and adapt to change
- A team player willing to help others
- Experience with being managed to traditional customer support metrics such as average response time, average resolution time and customer satisfaction
- Strong verbal and written communication skills
- Exemplary customer service and conflict resolution skills
- Ability to handle a heavy workload and juggle multiple responsibilities with frequent interruptions and schedule changes
- Ability to maintain positive attitude and foster a collaborative and unified work environment
- Associate’s degree or equivalent work experience
Salary:
- 0 to 6 Months Experience - INR 4 LPA + 10% Variable + Shift allowances and Free Cab
- 6 Months to 3 years experience - INR 5.5-6 LPA + 10% Variable + Shift allowances and Free Cab
Work Location: Bangalore
Interview process :
- UCAT Test
- Written Test
- Technical Interview
- Manager Round
Note: Work from home at the moment till office resumes