Technical Support Representative 2
- Accenture
- 0 - 3 years
- Bengaluru
- 1 month ago
- Email to a friend
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Job Description
Designation : Technical Representative Support
Name : Lenovo
Payroll Company : Joules to Watts
Job Description:
Lenovo India Pvt. Ltd. is searching for a dedicated, supportive Team Leader who can coach and motivate technical support representatives while they are on calls, chats or emails from customers, monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. Team Leader should be analytical, supportive, and prepared to act as a resource to technical support representatives and should be focused on helping the team to build the necessary skills and knowledge so they can better support customers. You should be supportive, communicative, and attentive. This is a very customer-focused, hands-on role where the Team Leader will be expected to handle and resolve customer issues as well as undertake the day-to-day management aspects that the post requires.
Responsibilities:
We are seeking a highly skilled and customer-focused Technical Support Representative to join our team. As a Technical Support Representative, you will be responsible for providing exceptional technical assistance and support to our clients. You will utilize your strong troubleshooting skills and technical knowledge to provide prompt and accurate solutions to customer issues. The ideal candidate must possess excellent communication in Hindi & English skills and have a passion for delivering outstanding customer service.
Technical Support Representative Responsibilities:
- Respond to customer inquiries and provide technical support via phone, email, and chat in a timely and professional manner.
- Troubleshoot technical issues reported by customers and work towards a timely resolution, escalating complex issues to the appropriate team or departments when necessary.
- Research, diagnose, document, and resolve technical issues related to software and hardware problems.
- Guide clients through step-by-step solutions clearly and concisely, ensuring their understanding and satisfaction.
- Keep accurate records of customer interactions, transactions, comments, and complaints, including details of actions taken.
- Follow up with customers to ensure their technical issues have been resolved and their satisfaction is met.
- Collaborate with the product development team to communicate customer feedback, identify recurring issues, and contribute to ongoing product improvements.
- Stay up-to-date with the latest technology trends and updates to provide accurate and effective technical support.
- Participate in ongoing training sessions to continuously improve technical knowledge and customer service skills.
- Adhere to all company policies and procedures, including data security and privacy guidelines, while handling customer information.
Skill Sets :
- Ability to troubleshoot and resolve basic technical issues (Basic PC Hardware knowledge)
- Ability to manage conflict management queries and support the team.
- Ability to coach, train, and motivate employees and evaluate their performance and avoid Attritions.
- Ability to find information on every kind of product & Procedures and convey it to the customer in an accurate manner.
- Should be aware of at least one feedback tool.
- Ability Execute forecasts and balancing volume to fulfill Contractual, Service Level, Operational, and financial objectives.
- Ability to deal with demanding customers and escalations.
- Experience in people management.
- Excellent verbal and written communication skills.
Should have:
Good Communication in Hindi & English ( Mandatory )
- Coaching and Feedback Skills
- Knowledge of Product & Procedures
- Understanding of Operational Tool and Quality Monitoring
- Ability to systematically guide Associates.
- Ability to make decisions, delegate tasks, and provide direction to team members.
- Ability to convey technical information in a clear and understandable manner to both technical and non-technical audiences.
Good to have:
- Good knowledge of additional languages will be a definite plus.
- Knowledge on the latest industry trends and technological advancements
- Strong conflict resolution skills to address and settle conflicts fairly and diplomatically within teams.
- Basic knowledge on Sales support (Upsell).
- Additional Certification suitable for the role.
Working Hours: Monday to Sunday Process. General Shift with 5 days working roster.Shift Timings: 10:00 AM 7:00 PM.
Week Off: Rotational week off between Monday and Saturday
Sunday is a fixed off.
Transport Facility: Drop facility is available only if the candidate's location falls within the BBMP limits and aligns with the transport grid.
Candidates will receive confirmation regarding transport eligibility only after joining.
Training Period: Candidate's may have a night shift (7:00 PM 2:00 AM) only during training.
The training program will run for 30 days, scheduled from Monday to Saturday, with Sunday as a fixed day off.
Payroll Company- https://joulestowatts.com/
Interested Candidate Can Contact to 6360871*** or Share CV to ta********v@jo**********s.co
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: IT Infrastructure Services - OtherEmployement Type: Full timeContact Details:
Company: LenovoLocation(s): Bengaluru
Keyskills: Network Support Troubleshooting Technical Support Hardware Troubleshooting RAM LAN Troubleshooting Ssd HDD Hardware Support IT Support CMOS Desktop Support BIOS Network Troubleshooting Software Support
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