Technical Support Executive

: Technical Support Executive

Location: Gurugram, Haryana

Process: Inbound Voice

Salary: ?3,49,000 ?4,25,000 LPA.

Role Overview

We are seeking a Technical Support Executive for a leading Telecommunications process. In this role, you will provide real-time technical assistance to customers regarding their mobile and broadband services while identifying opportunities to upgrade their current plans.

Technical Responsibilities

• Network Troubleshooting: Diagnose and resolve issues related to signal strength, data connectivity (4G/5G), and call drops.
• Device & SIM Support: Assist customers with SIM activation, eSIM configuration, and APN settings for various mobile devices.
• Broadband & Hardware: Provide step-by-step guidance for Wi-Fi router setup, LAN troubleshooting, and DNS/IP configuration.
• Service Provisioning: Handle requests related to Value Added Services (VAS), international roaming, and data pack activations.
• Upselling: Recommend higher data tiers, converged fixed-mobile plans (converged services), or premium entertainment add-ons based on the customers usage patterns.
• Billing Technicalities: Explain complex billing cycles, prorated charges, and resolve discrepancies related to data overages.

Key Performance Indicators (KPIs)

• First Call Resolution (FCR): Aim to resolve technical glitches in a single interaction to minimize churn.
• Average Handle Time (AHT): Efficiently manage talk and hold time while ensuring thorough technical resolution.
• CSAT & NPS: Maintain high Customer Satisfaction and Net Promoter Scores by providing empathetic and accurate support.

Eligibility Requirements

• Education: Graduate Freshers with a tech-savvy mindset.
• Undergraduates with a minimum of 6 months of experience in a Voice process.
• Skills: Excellent verbal communication in English and Hindi; basic understanding of TCP/IP, VoIP, and mobile operating systems (Android/iOS).
• Availability: Must be willing to work in Rotational Shifts (5 days a week).
• Joining: Immediate Joiners only.

Contact Information

Interested candidates can reach out to:

• Contact Person: Manik Vashist
• Contact Number: 7986545758
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