Customer Service / Technical Support Executive - Voice Non-Voice @ Knoah Solutions, Hyderabad

Dear Candidate,
Congratulations! Your CV has been shortlisted by Knoah for Technical Support Associate Non - Voice/Voice
Job Designation: Technical Support Associate
Support Type: Live Chat/phone
Position objective:

• As Technical Support Associate, you are expected to address customer challenges and queries through voice/chat support and ensure effective resolution to the challenges the customer encounters
• Ensure customer satisfaction and quality parameters are met for the resolutions provided
• Ensure that you delight customers and help in retention by providing customer experience that would enhance stakeholders value

Roles & Responsibilities:

• Effectively address customer queries by understanding challenges faced by the customer
• Ensure you meet set process for addressing customer queries
• Understand customer expectation clearly through effective probing
• Document reasons for customer dissatisfaction for all the queries and the challenges faced
• Understand and upgrade product and process knowledge to meet required standards of customer resolution on an ongoing basis
• Set high levels of performance standards for the given process/account
• Ensure you understand expected performance standards and metrics to be achieved for a given process/account
• Look for areas of improvement in the process and provide insights to your Supervisors to enhance customer delight
• Follow the learning management process to remain current and updated on required skills and knowledge required for the position
• Learn, help and support fellow members in the team in meeting desired performance standards for a given process/account
• Bring right attitude to the work place that complements and enhances the work culture
• Always Think like a winner

Required Knowledge:
Basic understanding on:

• Computer Operating Skills - File/Memory/Keyboard Management, Installing and uninstalling software, basic troubleshooting, keyboard shortcuts.
• Operating System - Knowledge of hardware - RAM, HDD, devices. Knowledge of OS - Mac or Windows. Control Panel and basic hardware troubleshooting.
• Internet Concepts - Knowledge of IP, DNS. Search Management. Internet and browser understanding and basic troubleshooting.

Skills:

• Communication Skills - Moderate to High
• Written English - Grammar correct
• Typing Speed - above 25 wpm

Desired Behavior:

• High commitment
• Ability to learn
• New ways of thinking and doing
• Adaptive to team and organization
• Open for feedback and learning
• Proactive and high energy

Academic Qualifications: Undergraduate and above in any stream.
Years of Experience: 0 - 4 years working experience desired
Type of Experience: BPO experience will be a plus, freshers are also eligible.
Job Location: Hyderabad, Andhra Pradesh,India
Age Limit: Upto 30yrs
Note: The candidates who applied in last 2 months are not eligible for this interview.
If you find the job profile as per your needs then you may visit us at,
Walkins on 2nd Feb to 10th Feb 2012(Monday to Friday)
Time: 11 AM to 3.30 PM
Venue: Knoah Solutions
Raheja Mind Space, Maximus Towers 2A, 4th & 5th Floor,Hitech City
Note:Carry your updated resume with a passport size photo
Referred by: HR-JAHANGIR. You need to mention this name on top right side of your resume. Refer www.knoah.com before coming for interview.

About Knoah:
Knoah Solutions is a third party contact center headquartered at Las Vegas, USA with its branches in India and US. We provide service delivery and offerings in the areas of Voice, Live chat & email, Quality Assurance Services, Back Office Operation and Transcription Services. Our service offerings are in Technical and Customer support Services to our global clients spread across US, Middle East and India.

Knoah has been repeatedly earned its spot on the International Association Of outsourcing Professional (IAOP) list of 100 Top outsourcing companies and is Ranked 9th in IDC best ITES employer survey for 2010 for its People Practices.

With our core philosophy of flexibility and openness, we delight our stakeholders by providing a unique blend of management experience, by embracing the best in class functional expertise, enabled by state of the art technology and values that form the very core to our decade long business success of creating value to our stakeholders

Our Work Culture...

Knoah is committed to equality of opportunity, mutual respect and dignity at work for all associates. We believe in a culture which is inclusive and reinforces behavioral standards that foster a Performance Oriented culture, Dedication to the role and business success, a work environment which enables Associates and Teams to contribute to their fullest potential. HR Policies and Practices are designed to achieve this very objective. At Knoah, GROWTH is the outcome of performance and desired behavioral Standards

Regards,
Mohd Jahangir
HR Associate - Talent Acquisition
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