Job Title: Technical Support Executives
Location: Gurgaon
Department: Operations
Reports To: Team Leader - Operations

Dimension and Scope
Provide phone based technical support within a vertical or portfolio. Responsible for handling customer’s technical queries regarding their computer, operating system, peripherals or other installed software.

Principal Duties and Responsibilities

• Provide technical support to International computer consumers through inbound calls
• Handle technical queries relating to Computer Hardware, Software and Peripherals
• Up-sell appropriate products during the course of the call
• Document notes related to the call efficiently into the CRM tool
• Efficiently utilize the Phone System
• Achieve Call Quality requirements as outlined via Call Monitoring Guidelines
• Achieve Productivity requirements as outlined via Operation scorecard
• Participate in performance improvement task forces as needed

Education and Experience
Bachelor’s degree from a three-year college or university; with a minimum of 6 months experience with an International Voice based Technical Program

Candidate Profile

• Technical Skills:
  
• Basic knowledge of computers, laptops, operating systems and computer hardware
• Good working knowledge of the Internet
• Advance troubleshooting skills for atleast one of the following:
• Computer Desktop, including Internal Hardware
• Computer Laptop, including Internal Hardware
• One of the Operating systems from the following:
  Windows 98, Me, 2000, XP Home, XP Pro
• Peripherals like Printers, Scanners and Multifunction Devices
• Virus eradication including Manual Virus removal
• Networking
  
• Verbal and Written Skills:

Three major Criteria’s:

• Speech clarity, voice clarity, good pronunciation and should not have a strong MTI (Mother Tongue Influence)
• Good spoken as well as written Grammar (Conversation Flow and sentence construction)
• Reading, comprehension and responding skills based on the International Language Proficiency Rating System

• A minimum of 15 words per minute
  

• Strong customer service skills: empathy, listening, enthusiastic, patience, reasoning and problem-solving skills
• Willing to learn and flexible to changes
• Aptitude and ability to grasp
• Team player
• Confident and should have a positive attitude
• Willingness to work for atleast two-years duration with the organization
  

• Willing to work in shifts, rotating as schedule requires
• The weekly offs may not necessarily fall on the weekend
• The candidate should be willing to work on public holidays/festivals if scheduled/required