International Voice Process Associate

Primary Skills:

• Excellent Communication - for voice
• Should be able to communicate effectively
• Should possess good telephone and email etiquette
• Must be a graduate
• Should be willing to work in US time zones
• Must have good customer handling skills with the ability to learn networking concepts

Job Responsibility :

• The Customer support representative will be responsible for identifying the issue with the customers and routing them to the available engineer, when necessary.
• They will create, manage tickets for the issues that the customer contacts.
• They will act as the first point of contact before the customer reached the TAC.
• Their job will also involve creation of licenses and support accounts to the clients worldwide.
• The team will also ensure customer satisfaction / experience is and stays a priority.
• Manage high visibility exceptions and can work with cross - functional teams to provide best solutions
• Providing license to customers for software updates
• Manage high visibility exceptions and can work with cross-functional teams to provide best solutions
• Customer Service Representatives will work on a World Wide schedule covering 24x5x365 with a rotating schedule
• Handle L0 cases for confirmation of hardware failure and proceed with RMA Provide L0 level technical assistance on cases to rule out hardware errors.