Technical Support Executive 2
- IntouchCX
- 1 - 3 years
- Hyderabad
- 8 days ago
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Job Description
Job Decsription:
If you are interested, Please drop your resumes on below contact details:
Email: [email protected]
Contact no: 0903213...
Provide end-to-end technical support via phone, chat, and email
An obligation to deliver exceptional service
Interact with customers address their concerns, answer their
questions and assist them with their needs
Are able to explain a complex idea, both verbally and written(based
on LOB), using clear, professional language
Actively listen to the customer, and show empathy and patience
Provide information to the client and place appropriate notes in
system indicating exactly what action was taken or needs to be
taken
Ensure policies and procedures are followed
Handling cases in CRM (Salesforce)
Updating FAQs, troubleshooting articles, tutorial videos
Interaction with Global Support teams, meetings, ad-hoc calls
Cover for team members when needed
Focus on customer satisfaction and loyalty
Maintain thorough knowledge of systems
Learn and retain a thorough working knowledge of all existing and
new process and procedures
Achieve assigned Key Performance Indicators
Attend Team Meetings/additional training sessions as scheduled
Performs other duties as assigned
Ability to analyze test results, detect issues, track root causes, and
suggest fixes, workarounds, and improvements.
Critical Skills
Strong technical expertise in IT, computer systems, software, or
telecommunications
Comfortable working in a high-volume technical support environment
Ability to handle client concerns professionally and manage both
internal and external stakeholders
Creative thinker and skilled problem-solver
Open to learning from more experienced colleagues
Experience in testing, including analyzing results, identifying issues, and determining root causes
Capable of recommending fixes, workarounds, and improvements
Flexible and willing to adapt to team and organizational changes
Comfortable taking direction and evolving role responsibilities
Comprehensive technical background in IT and various software
interfaces
Proven ability to deliver high-quality technical support across multiple
channels
Exceptional English communication skills; additional fluency in German
or French preferred
Detail-oriented professional with strong analytical and investigative
capabilities
Adept at professional relationship management with both clients and
internal stakeholders
Proactive, solution-oriented mindset with an inclusive and open
perspective
Actively promotes a supportive, collective synergy within the
workplace
Strong ability to organize and manage complex, detail-oriented
processes efficiently
Driven by performance goals and targets, promoting personal
accountability
Quick to learn and adapt to new systems and tools
Proactive, self-motivated, and able to take initiative independently
Capable of working both autonomously and collaboratively within a
team
Able to prioritize and respond with urgency, especially during critical
issues and escalations
Educational/ Work Experience Requirements
Bachelors degree
High school diploma or equivalent required
Good communication skills
Technical know-how(Mac OS and Windows OS)
Solid grasp of wireless networking and communication protocols
Working knowledge of network infrastructure including IP and switch
configuration
Practical expertise in the setup and management of computer hardware
Advanced proficiency with Microsoft Office 365 and collaboration tools
like Teams
Familiarity with telecommunications and integrated softphone
solutions
Assist the customers in troubleshooting the issue over the phone/email/chat support channels
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Technical Operations (Tech Ops)Employement Type: Full timeContact Details:
Company: IntouchCXLocation(s): Hyderabad
Keyskills: Windows OS Technical Voice Process Windows Troubleshooting Mac Technical Support International Technical Support Troubleshooting
IntouchCX
IntouchCX is a global customer care and technology company. With over 20 years of experience, 18,000+ team members, and campuses around the globe, were obsessed with providing remarkable customer experiences for the worlds most innovative brands.
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