Job Description
Job Title:
Customer Service Technician- II
Location:
IND-Work from Home
Job Summary:
The customer service technician will serve as a frontline support for our customers and will be responsible for providing technical Support and assistance to them, ensuring the resolution of technical issues, and delivering excellent customer service through various communication channels including phone, chat, email and tickets. The ideal candidate has strong technical knowledge, exceptional communication skills and a customer-centric approach.
Key responsibilities:
1.Respond promptly and professionally to customer enquiries by phone, chat, email and tickets.
2.Diagnose the unique needs of each customer and troubleshoot accordingly to provide exceptional customer support. Example activities include:
·Email delivery troubleshooting,
·Spam/security analysis and recommendations,
·Desktop client/mobile device troubleshooting,
·Account and billing related inquiries.
3.Understanding and striving to meet or exceed metrics, while providing excellent customer service.
4.Provide step-by-step technical guidance to customers for resolving issues, ensuring customer satisfaction.
5.Document all customer interactions including troubleshooting steps and resolutions.
6.Educate customers on product features, best practices, and preventive maintenance.
7.Work collaboratively within the team and across teams to escalate and resolve complex technical issues.
8.Maintain up to date knowledge of the company's products and services.
9.Track and report recurring issues to improve product quality and customer satisfaction.
10.Participate in ongoing training and professional development.
11.Handling frustrated or upset customers with patience and turning them to a “Promoter”.
Qualifications:
1.Regional equivalent to High School Diploma
2.Technical education or job acquired knowledge related to the duties of the role.
Skills Required:
1.Excellent verbal and written communication skills for clear understanding of problems and explaining the solution to the customers.
2.Strong problem-solving abilities and attention to detail.
3.Empathetic and customer centric mindset.
4.Adaptability to changing priorities and customer needs.
5.IMAP/POP3/SMTP protocols: Proficiency in troubleshooting email issues and providing technical assistance.
6.Basic knowledge of DNS and addressing domain related issues.
7.Highly organised, quick learner, with an ability to work in a team environment.
