Trainee Technical Support Representative

About the Role

This is a Trainee Technical Support Representative position for freelancers, managed through a talent pool.

Key Responsibilities

• Respond promptly to customer queries in a timely and accurate manner via email and/or live chat.
• Address queries of both technical and non-technical nature.
• Acknowledge and resolve customer complaints, determining the cause of the problem, expediting correction or adjustment, and following up to ensure resolution.
• Explain and guide customers through product features and functionalities.
• Maintain thorough product knowledge to answer customer questions quickly.
• Communicate, coordinate, and collaborate with team members and colleagues to provide customers with the best possible solution to their problems.

Requirements & Tech Stack

• Candidate must have their own computer with Windows 8.1 or above.
• Mandatory hi-speed broadband connection.
• UPS/power backup solution if possible.
• Outstation candidates should be willing to relocate to Hyderabad when work from office resumes.

Qualifications

• Proficient with English and possess good written & verbal communication skills.
• Flexibility & availability for rotational shifts and week offs to cover hours of operations.
• Must possess logical, reasoning, and problem-solving skills.
• Candidates with international customer support experience in email and chat preferred.
• Candidates who can adapt to customer issues relying on product knowledge as well as their presence of mind.
• Maintain our reputation as a company that offers excellent customer service at every interaction.
• Stay focused on quality by ensuring consistency and adherence to high standards.
• Familiarity with Microsoft Office and other accompanying software & applications such as system security, drivers, etc.
• Experience in handling international customers via email and chat.
• Proven customer support experience in Chat & Email process is preferred.
• Good technical skills on PC and networking in general.