Poly Technical Support Associate

Overview

Poly is seeking a 1st Level Technical Support Representative to handle initial customer troubleshooting by phone, e-support or e-chat.

What you'll do

• Create cases within the supplied Customer Relationship Management (CRM) system
• Provide direction to customers promoting online self-service and web based solutions
• Work with customers in a phone based remote role, e-support, e-chat, or similar environment
• Escalate unresolved customer issues to Tier 2
• Manage and update customer issues and requirements and respond in a timely manner
• Proactively assist customers and take ownership of issues assigned and handled
• Achieve specified performance goals
• Be ready to learn and upskill to advance technical role
• Adapt to night shift without any persistent ailment or hindrance to work-life balance

What you'll need

• Fluent English
• Problem solving and troubleshooting skills
• Customer focus
• Self-driven and independent, able to manage own time, goals and objectives
• People oriented and a team player
• Strong communication skills, ability to build and maintain internal and external relationships
• Ability to work and perform under pressure

Nice to have

• Prior experience in tech support with insights into modern day peripherals
• Preferable knowledge or background of Computer Science and elementary Networking
• Technical certifications (preferably Networking) will be an added advantage

Details

• Location: Bangalore
• Employment type: Full time
• Shift: night shift; no shift premium (India)
• Travel: not specified
• Relocation: not specified