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Tuesday, 4 December 2012

Walk-in for Technical Support Associate

Support Type: Non-Voice/Voice
Job Location:
Hyderabad, Andhra Pradesh, India
Employment Status:
Full Time
Reference : Shabbia  
Interviews on December 6th & 7th 2012 between 11.00am - 3pm.
Please carry a Government issued ID Card & a Xerox copy.

Position objective:
  • As Technical Support Associate, you are expected to address customer challenges and queries through chat support and ensure effective resolution to the challenges the customer encounters
  • Ensure customer satisfaction and quality parameters are met for the resolutions provided
  • Ensure that you delight customers and help in retention by providing customer experience that would enhance stakeholder's value
Roles & Responsibilities
  • Effectively address customer queries by understanding challenges faced by the customer
  • Ensure you meet set process for addressing customer queries
  • Understand customer expectation clearly through effective probing
  • Document reasons for customer dissatisfaction for all the queries and the challenges faced
  • Understand and upgrade product and process knowledge to meet required standards of customer resolution on an ongoing basis
  • Set high levels of performance standards for the given process/account
  • Ensure you understand expected performance standards and metrics to be achieved for a given process/account
  • Look for areas of improvement in the process and provide insights to your Supervisors to enhance customer delight
  • Follow the learning management process to remain current and updated on required skills and knowledge required for the position
  • Learn, help and support fellow members in the team in meeting desired performance standards for a given process/account
  • Bring right attitude to the work place that complements and enhances the work culture
  • Always Think like a winner
Required Knowledge
Basic understanding on:
  • Computer Operating Skills – File/Memory/Keyboard Management, Installing and uninstalling software, basic troubleshooting, keyboard shortcuts.
  • Operating System – Knowledge of hardware – RAM, HDD, devices. Knowledge of OS – Mac or Windows. Control Panel and basic hardware troubleshooting.
  • Internet Concepts – Knowledge of IP, DNS. Search Management. Internet and browser understanding and basic troubleshooting.
  • Communication Skills – Moderate to High
  • Written English – Grammar correct
  • Typing Speed – above 25 wpm>
Desired Behavior
  • High commitment
  • Ability to learn
  • New ways of thinking and doing
  • Adaptive to team and organization
  • Open for feedback and learning
  • Proactive and high energy
Academic Qualifications: Undergraduate and above in any stream.
Years of Experience: 0 - 4 years working experience desired
Type of Experience: BPO experience will be a plus, freshers are also eligible.

Reference : Shabbia  

Interviews on December 6th & 7th 2012 between 11.00am - 3pm.
Please carry a Government issued ID Card & a Xerox copy.

Knoah Solutions
Raheja Mind space
Maximus Towers,2 A
4th floor
Hitech city


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