1. Deliver technical support to end-users of the product by handling and resolving customer complaints
2. Work on efficient dealing of complaints to completion and enabling satisfaction of the customer
3. Interact with customers to provide information in response to queries, concerns, and requests about products and services
4. Identify and escalate priority issues as per client specifications
5. Document all calls accurately with regard to customer queries
6. Provide answers to clients by identifying problems & guiding them through corrective steps
7. Improve system performance by identifying problems, and recommending changes
8. Obtain and evaluate all relevant information to handle product and service inquiries
9. Direct requests and unresolved issues to the designated resource
10. Communicate and coordinate with internal departments
11. Work on prioritizing and managing multiple open cases at a time
Good to have but not mandatory:
1. Technical support experience in dealing with US customers is preferred but not mandatory
2. Experience with any ticketing tools like Salesforce, BMC remedy, etc.
3. Good experience in the US calling process
Desirables:
1. Adaptability and willingness to learn new tools and applications
2. Excellent communication, logical ability, and convincing skills
3. Should be able to communicate and understand the American accent
4. Self-driven & proactive
5. Should be comfortable for US shifts
6. Any graduate
Desirables:
1. Good communication skills
2. Good logical ability and ability to handle ambiguity
3. Adaptable and quick learner
4. Proactive
5. Candidate should be comfortable to work in night/US shifts
6. Team player - Ability to work well in a team
7. Team orientation- Seeks and accepts advice, suggestions, and constructive criticism from other team members to achieve team goals; Informs team members of activities
8. Good problem-solving skills
9. Willingness to work in different time zones and at odd times
10. Time management skills
NovelVox being a Cisco preferred solution partner is a leading software product company operating in the contact center industry. Our products help the world's leading brands in enhancing the customer experience and improving productivity. It is a Cisco preferred solution partner, Jack Henry VIP member, and awarded as the 10 most recommended contact center solution providers in 2019 by CIO insider and 150+ active deployments for customers in 16+ countries including LinkedIn, P&G, American Express, Best Buy, Reliance JIO, FedEx, Axis Bank and more. World's biggest library of Cisco Finesse ready integrations and our products are also designed to complement Avaya, Genesys, and many more contacts center vendors across the globe. We have global offices in the US, UK, India, Saudi Arabia, and UAE.
