Technical Support(Immediate Joiners pref.)
- Teleperformance
- 2 - 7 years
- Noida, Gurugram
- 10 months ago
- Email to a friend
- Report this job
Job Description
Role : Enterprise Service Desk
Role : Technical Service Executive
Location : Noida
Shift : Rotational
Activities and Responsibilities
Deployed Personnel shall perform the following activities and responsibilities under guidance:
- Be part of a 24x7 Enterprise Grade Service Desk Team.
- Triage issues related to Adobe products & support coming from various channels such as phone, chat, email or web portal.
- Prioritize customer urgency and issues.
- Search and reuse information from internal information repositories.
- Log all incidents, requests and customer interactions into the case management system.
- Drive issues through the organization with urgency.
- Assess customer sentiment at all stages during communication.
- Communicate verbally or in writing with the appropriate level of etiquette, timeliness and professionalism
- Refer to internal database or external resources to provide accurate tech solutions.
- Properly escalate unresolved issues to appropriate internal teams and engineering teams.
- Deliver First Call Resolution by handling Customer requests and resolving Customer issues as often as possible during the first Contact.
- Support the software installation and deployment activities for license users across Microsoft Windows and Apple MAC operating systems.
- Support the how to and technical questions from Customer for entire range of Adobe products serviced in the queue.
- Diffuse irate Customer situations by utilizing strong listening skills and probing techniques.
- Accurately document all Customer interactions in a case tracking database (CRM).
- Return calls to Customers who are waiting for follow-up within the agreed timeframe.
- Understand and follow escalation-handling procedures. Escalate issues within defined thresholds on behalf of the Customer and arrange for a supervisor to mediate in the interaction if deemed necessary or if requested by the Customer.
- Close cases within shift and anything that remains open should be followed in timely manner and customer should be updated within 24 hours from receipt of such case. Follow defined process on case and callback management.
- Resolve known Customer issues through the use of a knowledgebase, direct use of product and operating systems, product user guides, and other reference materials that may be available.
- Functional understanding of different operating systems and platforms.
- Use Adobe products to obtain thorough understanding of Adobe software features, benefits and Customer usage. Subscription to Adobe products is provided by Adobe to all Deployed Personnels serving Adobe Customers free of cost.
- Report top call generators, severe issues, new emerging trends, feature requests and common process questions to appropriate manager.
- Follow all existing and new processes to serve the Customer, increase Customer experience and drive efficiency.
- Resolve undocumented Customer issues through advanced problem solving.
Interested candidates can share their application on di**********1@te************e.com
Job Classification
Industry: BPO / Call CentreFunctional Area:
Role Category: Voice / Blended
Role: Voice / Blended
Employement Type: Full time
Education
Under Graduation: B.Sc in Computers, B.Tech/B.E. in Any Specialization, BCA in Any Specialization, Other GraduatePost Graduation: Any Postgraduate
Doctorate: Doctorate Not Required
Contact Details:
Company: Teleperformance Global Services Pvt LtdLocation(s): Noida, Gurugram
Keyskills: voice technical support adobe customer handling chat software installation communication skill email
Similar positions
Teleperformance
Motivated by challenges and delivering exceptional outsourcing services for over 20 years, Teleperformance in India is a leading provider of Digital Integrated Business Services. We offer omnichannel Customer Experience Management, Back-Office Services and Transformation Solutions to leading glo...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in
