Tech Check / Technical Support
Gurugram , India
- Immediate Joiners Required
- Concerned process is a Non-WAHA (WFO) process with no flexibility to operate either in hybrid or WFH model, now or in future.
- Concerned process operates in 24*7 shift structure. Agents work in rotational shifts (rotational week offs) assigned to them keeping in mind business requirement and no personal preferences will be entertained.
- Concerned process only offers one-way drop transport facility.
Profile
- Handle and respond to Global Customers requests through multiple communication channels while updating CRM systems with all requested information appropriately. Maintain solid customer relationships by handling their questions and concerns with speed and professionalism.
Responsibilities
- Provides technical support to TP Global employees who work from home.
- Log customer interactions into the customer relationship database and follow escalation procedures to resolve issues
- Track and follow cases to ensure that they are closed in an efficient and timely manner
- Provide and maintain strong, professional relationship with all customers and show empathy at all times
- Research to the Knowledge Base to troubleshoot customer problems and address questions and/or concerns
- Handle customers complaints according to procedures and log cases appropriately
- Ensure all support calls and (when applicable) emails and chats are answered and resolved within the agreed SLAs
- Provide feedback to his/her superior on new/emerging issues that have been identified and work to proactively highlight areas that need to be improved
- Take on board feedback and adapt skill accordingly
- Adhere to Teleperformance Rules & Regulations on personal & performance data Confidentiality & Security
- Adhere to Internal and External Standards as those released by the Steering Committees
- Attend recurrent trainings published by the Client/Company on a regular basis
Knowledge Qualifications
- High school diploma or equivalent Experience At least 1-2 year in a technical support department.
- Minimum Requirements for Hiring Computer
- Ability to use the desktop computer system - Ability to use Internet/web applications.
- Usage of MS Office Language - Proficient in English (C1 level) Writing and verbal communication
- Ability to communicate correctly and clearly Comprehension.
- Ability to clearly understand a problem statement Problem Solving
- Ability to approach problems logically Customer Service
- Ability to effectively manage customer enquires via all types of channels.
- Typing - Speed: 25 wpm - Accuracy: 85%
- Experience 1-3 year working within the company in a technical support department.
- 9 out of 12 months exceeding performance KPIs
- No written warning or disciplinary action Minimum Requirements to Perform the job Computer
- Use of production tools - Use of Phone/Mail/Chat System - Clients Tools - CCMS Problem Solving - Strong troubleshooting
- Knowledge of tools used for troubleshooting.
- Communication -B2 English (British Council)
- Complaint Handling
- Product Knowledge Requirements- Windows, OS, MacOS, Chrome, OS Office
- Applications Home VPN technologies
