Hiring For International Voice Process - Customer & Technical Support

External job title: Technical Customer Service (TCS) Associate

Job posting category: Customer Service Technical Support

Job summary:

Our Technical Customer Service (TCS) representatives deliver timely, accurate, and professional technical support. The team is looking for driven individuals who are up to the challenge of solving customer issues and providing a positive customer experience. Technical Customer Service (CS) Associates are technically savvy problem solvers with a focus on customer account security and issue resolution. An ideal candidate would need to be an excellent listener, quick learner, and able to handle ambiguity. You would need the ability to communicate professionally, with maturity and self-confidence.

Key job responsibilities:

• Providing prompt, efficient, detailed service by engaging directly with customers
• Patiently listen to, understand, and solve complex technical customer issues
• Investigating, documenting, and resolving issues
• Providing world class support to customers
• Navigating multiple system applications and researching applicable solutions with ease
• Developing detailed knowledge about products, services and features
• Providing advanced device troubleshooting solutions
• Being a voice and advocate for our customers when something doesnt feel right
• Working with cross-functional support teams to ensure a consistent and high-quality level of support
• Acting as an advocate for our customers by reporting and acting on observed areas for improvement
• Actively seeking solutions to customer needs, communicating trends to leadership, and suggesting innovative solutions on behalf of the customer experience
• This position may require that you handle various contacts types including; Inbound and Outbound voice calls with our customers

A day in the life:

The Neighbor Solutions team supports customers with their device needs. You will be supporting customers with device questions, device set-up and technical troubleshooting every day to ensure their devices are operating as expected. Your troubleshooting abilities will be put to the test as you dive deep to diagnose and resolve complex problems, while providing an exceptional experience to our customers. Your primary responsibility will be handling voice interactions from our customers and guiding them to the best possible resolution. Additionally, you will work collaboratively with other teams to identify, document, and escalate emerging issues.

About the team:

The Neighbor Solutions team is a part of the Community Support organization responsible for assisting customers with their device needs. With a focus on issue resolution the team assists customers with device set-up and technical troubleshooting while also collaborating with the broader organization to raise awareness on trending device issues.

Basic qualifications:

• High School Graduate/ Diploma, one-year-plus of customer experience, or one-year-plus working directly with customers, or enrolled in college/university
• Standard qualifications include: (a) Typing Speed (minimum of 30 AWPM for voice and 32 AWPM for chat), (b) Grammar, (c) Active Listening, (d) Attention to Detail, (e) Critical Thinking, (f) Problem Solving, (g) Conflict Resolution/ Resilience, and Engagement.
• Strong interest in consumer technology
• Experience troubleshooting technical devices
• Basic understanding of networks / Wi-Fi connectivity
• Patience working with customers that are slower to learn new technologies
• Ability to communicate and present a professional, courteous, and patient demeanor over the phone
• Ability to foster positive relationships
• Flexibility with full-time schedule, including shift assignments on weekends/evenings
• Problem-solving skills, thinking outside of the box
• Proficiency with learning new technology

Shift Timings & Off: 5-day work week with rotational shifts Predominantly night shifts

Compensation: CTC: 3LPA to 4LPA (varies based on candidate experience)

Additional Information: Work from office Two-way cab facility available upto 25km radius from office based on the shift timings.

Work Location: Sutherland, A1 Block, Ground floor, Gateway Office Parks, Perungalathur, Chennai Landmark: Opposite Perungalathur Railway Station

• Selection Process:
• 1) HR Interview (Walk In)
• 2) SD Panel Interview
• 3) Voice Assessment

Sutherland never requests payment or favors in exchange for job opportunities. Please report suspicious activity immediately to TAHelpdesk@Sutherlandglobal.com”

• Share your resume to below email ID
• Email: priscilla.mark2@sutherlandglobal.com
• HR Contact Person : Priscilla - 9566851372