Customer Service / Tech Support Jobs - Chennai - Ross solutions and group

Roles and Responsibilities :

• Responsible for providing first level problem resolution for all incoming service inquiries. Perform all phases of troubleshooting including interpretation, analysis, research, and resolution for the technical and billing queries related to Internet Service.
• Provide technical support via Chat tool for various product categories.
• Provide a high level of professional, competent support to all customers in pre-sales and post-sales situations.
• Employ a high level of interpersonal and written communication skills to defuse customer frustration and move toward a solution. Escalate complex problems as necessary.
• Identify the degree of customer’s technical knowledge and adjust problem-solving communications accordingly.
• Deliver quality technical resolutions in a timely manner by interpreting customer problems, researching available resources, and applying solutions in accordance with established guidelines and procedures.
• Achieve and maintain to a performance standard. Including but not limited to; average handle time, chat quality, customer satisfaction.
• Log all the chats and accurately create case notes in a chat tracking database.
• Search and retrieve data from various databases.
• Participate in training activities to maintain technical currency, and to broaden product knowledge