Sr. Advisor I, Technical Support

Overview

Provides the most advanced technical support to client customers by handling escalated and unresolved calls from other technical support advisors.

What you'll do

• Provide the most technically advanced support by handling complex customer cases under minimal supervision.
• Respond to escalated and unresolved calls and questions from less experienced Technical Support Advisors.
• Identify, investigate, research and provide resolution on user questions and problems, including hardware, software, networking, or other designated client products.
• Follow the appropriate escalation path to resolve technical issues, including making follow-up outbound calls to customers or other parties as needed.
• Solve generally unstructured problems that require extensive use of conceptual thinking skills.
• Ensure service delivered to customers meets contractual Key Performance Indicators (KPIs).
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
• Listen attentively to customer needs and concerns, demonstrate empathy, and build rapport with the customer.
• Clarify customer requirements and probe for understanding.
• Prepare complete and accurate work, including appropriately notating accounts as required.
• Participate in activities designed to improve customer satisfaction and business performance.
• Provide a high level of technical support via telephone and/or other electronic mediums for a major product category, up to 5% of assigned shift.
• Provide guidance to Support Professionals in problem solving and using resources, up to 5% of assigned shift.
• Coach and train support professionals in technical skills, customer service, and applicable processes; evaluate their performance and provide appropriate feedback.
• Act as an escalation point in the absence of a team leader.
• Provide reporting analysis as necessary.

What you'll need

• Extensive knowledge of the organization, products, and/or services is required.
• Achieve and maintain recognized and applicable technical certification(s).
• Senior level technical knowledge (e.g. hardware, software, networking, data storage, troubleshooting, repair and sales).
• Advanced knowledge of client technical systems.
• Courteous with strong customer service orientation.
• Ability to effectively communicate, both written and verbally.
• Ability to learn, including strong problem solving skills.
• Dependable with proficient attention to detail.
• Skilled in multi-tasking, including the ability to be flexible and adapt to changes quickly.
• Ability to work as a team member, as well as independently with minimal supervision.
• Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and manner.
• Able to rotate shifts, as needed.
• Based on location and/or program, additional experience/skills may be required.
• SME in the product with effective coaching and mentoring skills, able to add value to the program by identifying improvement areas.
• Should be able to handle complex queries and resolve customer queries independently.

Nice to have

• Associate's Degree in related technical discipline with three to five years of related technical experience.

Details

• Location: IND Chennai - International Tech Park Chennai Radial Road.
• Language requirement: English.
• Employment type: Full time.
• Call handling tasks may be required as business needs dictate.