Customer Support Executive

Customer Support Executive - US Shifts, Voice, Remote

Key Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over phone or email.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Direct unresolved issues to the next level of support personnel.
• Coordinate with senior officials in the USA office.
• Provide accurate information on IT products or services.
• Record events and problems and their resolution in logs.
• Follow-up and update customer status and information.
• Pass on any feedback or suggestions by customers to the appropriate internal team and build good customer rapport.
• Identify and suggest possible improvements on procedures.

Requirements & Tech Stack

• Ability to speak fluently in both English and Hindi with international customers.
• Proven experience as a help desk technician or other customer support role.
• Ability to diagnose and resolve basic technical issues.
• Ability to do basic math and to do time-based calculations.
• Tech savvy with working knowledge of office automation products, databases, and remote operations.
• Good understanding of computer systems, mobile devices, and other tech products.
• Excellent communication skills and phone etiquettes.
• Customer-oriented and cool-tempered.
• Willing to work in night shifts and on weekend shifts.
• Experience with customer ticketing systems like Zendesk (Nice to have).
• Ability to work using Office Packages such as Spreadsheets, Documents, and Presentations (Nice to have).

Qualifications

• Any Graduate and Undergraduates and freshers can apply.
• Prior experience in BPOs with International Voice support (Nice to have).
• Domain expertise in Trucking and Logistics (Nice to have).