Technical Support Engineer (Networking)

This job entails customer interaction in an inbound & outbound contact centre environment. TSE is required to ensure the highest standards of customer service by providing customer support to customers on call.

Key Responsibilities and Duties/Results Expected:

• Responsible for meeting all targets/KPI’s on a daily basis as set by the Department.
• A strict adherence to shift and break schedule as communicated by the operations department.
• Strict compliance with company/divisional policies, plans and strategies to achieve company/divisional goals along with complete understanding of Code of Conduct.
• Answer telephones and Provide customer services with 100% accuracy.
• Make customer callbacks
• Must be able to work a flexible schedule that will include weekends and holidays
• Using problem-solving skills to handle difficult or irate clients.
• Suggesting alternatives to resolve customer’s complaints on a priority basis.
• Bring awareness among customers by educating them about promotions and services.
• He/she will be responsible to ensure his /her duty adherence as per roster.
• Learning about an organization’s products or services and keeping up-to-date with any changes to them.
• Regularly attending Pre-shifts, training and coaching sessions conducted by Service Quality and supervisors/Team leaders.
• Conveying customer’s feedback and suggestions to the supervisor, in order to offer services, exceed customer expectations.
• Taking immediate measures to resolve the customer’s problem keeping company policies in view.
• Should be responsible to comply with the standards within the company e.g. ISMS, HIPPA etc

Competencies and Critical Success Factors :

Compliance

• Applying an understanding of key legal precedents, policies and practices to protect the interests of the organization and individual employees

Customer Focus

• Researching and understanding client business operations and agenda
• Identifying and articulating project drivers, strategic fit and commercial benefits with client
• Responding to customer’s needs in a manner that provides added value and generates significant customer satisfaction
• Building strong relationships with customer, focusing on the impact and result for the customer and responding positively to feedback

Technology Expertise

• Helping to identify technology needs and mobilizing technologies that provide easy access to services and methods for enhancing learning and personal productivity

Conceptualization and Problem Solving

• Supporting recommendations by objective facts and research
• Taking into account logic, facts, resources, constraints, and organizational goals when weighing matters
• Employing structured approaches to generate ideas, evaluate and select options
• Proficiency in developing and evaluating options and alternative courses of action

Communication and Presentation

• Demonstrating good oral and written communication skills
• Using a range of techniques and approaches to convey thoughts and ideas in a range of situations
• Well presented (Good personal hygiene, dressing appropriately, etc.)
• Demonstrating confidence and assertiveness in an interpersonal manner
• Communicating appropriately via nonverbal behaviour (i.e. eye contact, etc.)

Knowledge Management

Demonstrating a conceptual and practical understanding of approaches and tools to help organize groups, units (teams, functions, divisions, regions, subsidiaries ) capture, share and exploit knowledge to support achieving objectives

Virtual Teamwork

• Developing and implementing strategies for maximizing the collaboration of non-co-related work groups.

Assessment and Measurement Skills

Demonstrating the ability to determine key needs, diagnose and address problems, identify key metrics and accurately monitor the progress of important initiatives and activities.

Employee Advocacy
Maintaining the focus on a fair and empowering work environment for all employees.

Benefits:

• 10 Sick Leaves
• 10 Casual Leaves
• 07 Annual Leaves (After completion of one year)

After Completion of Six Months Period Agent will be entitled to the following Benefits:

• Medical Coverage IPD (Hospitalization Coverage for Employee, Spouse and Children)
• Medical Coverage OPD (Hospitalization Coverage for Employee, Parents, Spouse and Children)
• Group life insurance

Job Types: Full-time, Fresher

Pay: Rs40,000.00 per month

Work Location: In person