Technical Support Executive - International Voice Process

Role & responsibilities • Supporting customers contacting for technical assistance with network through LAN, WIFI, Mobile, Television, Routers and Computers. Diagnose and troubleshoot various complex technical issues, using the available knowledge articles and framework abiding by the clients policies and procedures. Track unresolved issues through to resolution, within agreed time limits. Properly escalate and follow up unresolved issues to appropriate internal teams. Respond quickly to customer requests/needs to maintain a high level of customer satisfaction. Maintain individual performance towards client KPIs Knowledge of customer Retention. Main Job Requirement Good communication skills, and can comprehend well in English Ability to think logically Good problem solving Decision Making Skills Flexibility to work in rotational shifts Strong Customer Focus Interpersonal skills Any Undergraduate OR Graduate and Above from a Recognized University Education and Specific Training At least 1 Year experience in any Customer Service role Ability to correlate appropriate product to the usage / user behavior