Tier-I Agent Technical Support

• Email and Voice Support - Answer inbound inquiries through the support hotline or email address with US-based clients.
• Customer Service Analysis - collect customer support requests and bugs and relay findings to the product and enhancement teams to address these issues.
• Answer inbound calls from customers remotely and troubleshoot issues on problem calls from customers.
• Communicate troubles to other departments by opening database tickets, analyzing issues promptly, and reporting to other departments if needed professionally and accurately handling customer requests including technical and non-technical inquiries.
• 1-2 years of experience as a Tier 1 Technical Support Agent/ Customer Support Specialist/ Call Center Representative with US-based customers and clients,
• Excellent verbal and written communication skills
• Handle inbound and outbound calls with US-based clients.
• Exemplary attendance and punctuality.
• Thoroughly troubleshoot, investigate, and resolve customers' problems.
• Shift duration is 9 hours a day and 5 days a week (Permanent Night Shift Job)
• Natural instinct to empathize with users
• Maintain 90% CSAT (customer satisfaction) and above 90% QA (quality assurance) ratings
• Strong analytical skills/problem-solving skills
• Strong phone contact handling skills, active listening & understanding
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multi-task, prioritize, and manage time effectively
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid, and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure the resolution
• Keep records of customer interactions, process customer accounts, and file documents
• Follow communication procedures, guidelines, and policies
• Take the extra mile to engage customers

Tools / Skills