-Responsible for answering Tier 1 calls to support end customers resolve product related issues to the best of their satisfaction.
-Meet all the targets laid down as client requirements under all circumstances â€“ Schedule Adherence, Service Level, VoC, AHT, Calls per Rep, Call quality.
-Have an individual development plan to improve skill set to Tech Support Specialist responsibilities.
-Seek feedback from immediate supervisors via 1-O-1 or metrics discussion
-Seek knowledge sharing sessions with HD/SA for self improvement
-Work closely with immediate supervisor for all performance, learning and development aspects.
-Able to operate PC based programs in a Windows environment.
-Ability to gather and assimilate data to deliver accurate solutions to the customer in a professional manner.
-Takes initiative to lead and supports team members in dealing with change.
-Uses up-to-date technical knowledge, skills and experience to effectively perform jobs and contribute to the success of the department.
-Maximizes productivity levels while providing world class customer service.
-Displays effective problem solving skills.
-Demonstrates effective use of soft skills - listening, probing and questioning.
-Effective communication skills and appropriate usage of the English language
-Flexibility to work in shifts
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