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EcentricHR is hiring for International Technical Voice Process
CTC : Max 5 LPA
Shifts: 24/7 Shifts
Exp : 2+ year To 8 years
The key job responsibilities include the following:
Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats and voicemail) with end users.
Analyze and resolve incidents and service requests regarding use of application software or hardware.
Document every incident and support request in the CRM tool and ensure the tickets are closed or escalated as appropriate.
Should have basic knowledge about computer software and hardware.
Should stay informed about ongoing issues/outages, changes in environment that are communicated via email and other channels regularly.
Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First Call Resolution, Schedule Adherence and participate in individual/group coaching sessions.
Create a positive customer support experience and build strong relationships through deep problem understanding with a consummately professional attitude.
Should be a self-motivated achiever who gains satisfaction from providing excellent customer service.
Should be a quick learner and team player.
Should be flexible to work in different shifts as ISS-Technology works 24 x 7.
Avoid unplanned time off from work as this would have major impact on our business. Excessive unplanned absence may result in disciplinary actions.
Adheres to Code of Ethics, Vision, Mission and Core Values.
The key skills required
Excellent written, verbal, listening, analytical skills.
Easily grasp and communicate complex ideas.
Excellent problem solving skills.
Knowledge of MS Office 2010, 2013 including Outlook.
Knowledge of computer hardware and software.
Knowledge of Operating Systems like Windows XP, Vista, 7 and 8.
Knowledge of network and internet.
Other details Work timing
The process requires the employee to work in a 24*7 environment which includes working in shifts especially night shifts and working on any 5 days during the week. The 2 days off will not necessarily be a Saturday or Sunday. Location
Salary: Not Disclosed by Recruiter
Industry:BPO / Call Centre / ITES
Functional Area:ITES , BPO , KPO , LPO , Customer Service , Operations
Role:Associate/Senior Associate -(Technical)
Employment Type: Permanent Job, Full Time
Technical Support tech support voice technical support voice tsr voice technical support engineer voice technical support executive voice bpo tech support it helpdesk voice tse voice
Desired Candidate Profile:
Please refer to the Job description above
Ecentric Solutions Pvt. Ltd.
* eCentric Solutions Pvt. Ltd is part of Paradigm Group.
* eCentric is a CMM level 5 certified company and ISO 9001 Certified company
* Paradigm is a multifaceted group with wide ranging business interests. With a global presence and affiliation with some of the most prolific organizations today, the Group is a shining example of entrepreneurship and dynamism.
* The IT businesses spread across USA, Canada India and Africa. These entrepreneurial ventures took root in 1998 in Columbia, Maryland. In India Hyderabad, New Delhi and Visakhapatnam,
* Paradigm Infotech Inc. is a niche mid-sized IT company with $115 Million USD revenue.
* Paradigm IT Group has more than two thousand Associates all over the world delivering solutions to State Governments, Fortune 500 companies like Medidata, KRONOS and GE Health Care
Recruiter Name:Harjeet Kaur
Contact Company:Ecentric Solutions Pvt Ltd
Email Address:[email protected]