technical Support level-1 and 2 (1 year to 4 year exp., Service now/ ticketing tool , technical problem-solving in Gaming ,any full time graduate,(80% voice and 20% chat) , working location Hyd (no hybrid and WFH) ), pref. immediate joiner,
As a Phone and Chat Agent, you will play a crucial role in providing exceptional customer support
to the gaming users. Your primary responsibilities will involve assisting customers via phone, email,
and chat, addressing their billing inquiries, and resolving technical issues related to gaming services
and products.
Key Responsibilities:
- Technical Support:
o Provide technical assistance to customers via phone, email, or chat.
o Troubleshoot and resolve technical issues promptly.
o Assist customers in setting up and configuring gaming device hardware and
software.
- Billing Support:
o Address billing-related inquiries, including payment processing, refunds, and
subscription management.
o Ensure accurate billing information and resolve any discrepancies.
o Assist customers with account-related billing concerns.
- Product and Service Information:
o Educate customers about the products, services, and features.
o Provide detailed information on subscription plans, game titles, and additional
offerings.
o Guide users through troubleshooting steps and self-help resources.
- Documentation and Ticket Management:
o Create and maintain support tickets for customer interactions.
o Document all interactions accurately in the CRM system.
o Ensure timely follow-up and resolution of open tickets.
- Quality Service Delivery:
o Deliver high-quality customer service by demonstrating excellent communication
skills and technical expertise.
o Meet or exceed specified service level metrics for response time and issue
resolution.
o Handle both basic and complex inquiries professionally and efficiently.
Additional Skill Set:
Customer-Centric Attitude:
o Passion for helping customers and resolving their issues.
o Patience, empathy, and active listening skills.
Technical Proficiency:
o Familiarity with gaming consoles, games, and services.
o Ability to troubleshoot common technical problems.
Communication Skills:
o Clear and concise verbal and written communication.
o Ability to explain technical concepts to non-technical users.
Problem-Solving Abilities:
o Analytical mindset to diagnose and resolve issues effectively.
o Adaptability to handle diverse customer scenarios.
Team Player:
o Collaborate with colleagues and cross-functional teams.
o Willingness to learn and stay updated on console related developments.
Additional Information:
This position requires working in permanent night shifts.
Job Types: Full-time, Permanent
Pay: 350,000.00 - 650,000.00 per year
Benefits: - Health insurance
Provident Fund
Shift: US shift
Education:
Experience:
- Technical support: 2 years (Required)
* total work: 1 year (Preferred)
Language:
Work Location: In person
