Customer Support Executive , US Shifts, Voice, Remote (Delhi)

Roles and Responsibilities - Serve as the first point of contact for customers seeking technical assistance over phone or email - Perform remote troubleshooting through diagnostic techniques and pertinent questions - Determine the best solution based on the issue and details provided by customers - Walk the customer through the problem-solving process - Direct unresolved issues to the next level of support personnel - Coordination with senior officials in the USA office. - Provide accurate information on IT products or services - Record events and problems and their resolution in logs - Follow-up and update customer status and information - Pass on any feedback or suggestions by customers to the appropriate internal team and build good customer rapport. - Identify and suggest possible improvements on procedures Desired Candidate Profile - Able to speak fluently in both English and Hindi with international customers - Proven experience as a help desk technician or other customer support role - Ability to diagnose and resolve basic technical issues - Ability to do basic math and to do time based calculations - Tech savvy with working knowledge of office automation products, databases and remote operations - Positive understanding of computer systems, mobile devices and other tech products - Excellent communication skills and Phone etiquettes - Customer-oriented and cool-tempered - Willing to work in night shifts and on weekend shifts - Any Graduate and Undergraduates and freshers can apply Nice to have: - Prior experience in BPOs with International Voice support - Domain expertise in Trucking and Logistics - Experience with customer ticketing systems like Zendesk - Ability to work using Office Packages such as Spreadsheets, Documents and Presentations Roles and Responsibilities - Serve as the first point of contact for customers seeking technical assistance over phone or email - Perform remote troubleshooting through diagnostic techniques and pertinent questions - Determine the best solution based on the issue and details provided by customers - Walk the customer through the problem-solving process - Direct unresolved issues to the next level of support personnel - Coordination with senior officials in the USA office. - Provide accurate information on IT products or services - Record events and problems and their resolution in logs - Follow-up and update customer status and information - Pass on any feedback or suggestions by customers to the appropriate internal team and build good customer rapport. - Identify and suggest possible improvements on procedures Desired Candidate Profile - Able to speak fluently in both English and Hindi with international customers - Proven experience as a help desk technician or other customer support role - Ability to diagnose and resolve basic technical issues - Ability to do basic math and to do time based calculations - Tech savvy with working knowledge of office automation products, databases and remote operations - Positive understanding of computer systems, mobile devices and other tech products - Excellent communication skills and Phone etiquettes - Customer-oriented and cool-tempered - Willing to work in night shifts and on weekend shifts - Any Graduate and Undergraduates and freshers can apply Nice to have: - Prior experience in BPOs with International Voice support - Domain expertise in Trucking and Logistics - Experience with customer ticketing systems like Zendesk - Ability to work using Office Packages such as Spreadsheets, Documents and Presentations