Technical Support Representative - Gurgaon

#Poly is Hiring


Key Responsibilities

  • Discuss with customers (internal and external) technical aspects of product installation, operation and maintenance relative to sales and/or repair considerations

  • Handle telephone interface using judgments to deal with those, which cannot be handled at first contact and escalate and follow-up appropriately

  • Handle written customer communications in the form of email and web-chat in support of pre-sale and post-sale customer inquiries.

  • Obtain accurate customer details and amend contact-handling system when applicable

  • Generation of sales leads from these contacts

  • May, in the future, handle customer video chat interactions in support of pre-sale and post-sale customer inquiries.

  • Gives interface matrix listed compatibility information to customers on company released products.

  • May handle customer product repair invoicing and assist in preparation of customer service statistics.

  • Check status of repair orders per customer request.

  • Follow up on customer satisfaction survey

  • Providing excellent customer management inclusive of excellent communications, responsive follow through, and advocacy for customer issues with internal departments

Job Complexity

Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Has internal and external contacts.

Supervision

Normally receives general instructions on routine work, detailed instructions on new projects or assignments. Will be expected to work independently.

What do we expect you to bring?

  • Native language region/fluent other language, fluent English. Additional languages are beneficial

  • Bachelor’s degree or equivalent experience

  • A minimum of 1-2 years of related experience;

  • Good knowledge on Windows & MAC environment and applications

  • Worked in a technical support position would be a benefit;

  • Experience with Customer relationship management (CRM) systems

  • Additional technical certification is advantage 


more details: https://bit.ly/2PH20O9


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