Trainee Technical Support Representative - Freelancer /Talent Pool

Overview

Trainee Technical Support Representative role handling customer queries of technical and non-technical nature via email and live chat, as a freelancer or talent pool member.

What you'll do

• Respond promptly to customer queries in a timely and accurate manner via email and/or live chat.
• Acknowledge and resolve customer complaints, determine the cause of the problem, expedite correction or adjustment, and follow up to ensure resolution.
• Explain and guide customers through product features and functionalities.
• Stay up to date and be thorough with product knowledge so customer questions can be answered quickly.
• Communicate, coordinate and collaborate with team members and colleagues to provide customers with the best possible solution to their problem.

What you'll need

• Proficient with English, with good written and verbal communication skills.
• Flexibility and availability for rotational shifts and week offs to cover hours of operations.
• Logical, reasoning and problem-solving skills.
• Ability to adapt to customer issues relying on product knowledge as well as presence of mind.
• Commitment to maintaining the company's reputation for excellent customer service at every interaction.
• Focus on quality by ensuring consistency and adherence to high standards.
• Own computer with Windows 8.1 or above.
• Mandatory hi-speed broadband connection.

Nice to have

• International customer support experience in email and chat.
• Experience handling international customers via email and chat.
• Proven customer support experience in chat and email process.
• Good technical skills on PC and networking in general.
• Familiarity with Microsoft Office and other accompanying software and applications such as system security, drivers etc.
• UPS/power backup solution if possible.

Details

• Location: Bengaluru, Karnataka, India.
• Candidate must be willing to work in any shift and must not have a problem with rotational week offs.
• Outstation candidates should be willing to relocate to Hyderabad when work from office resumes.