Analyst - Outbound Voice Technical Support
Mohali, Punjab, India · Full Time
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- Experience
- Any
- Salary
- —
- Openings
- 1
- Posted
- 13 तासपूर्वी
- Work mode
- In office
- Education
- Any graduate, Diploma in Any Specialization
- Eligibility
- Open to any graduates or candidates with a diploma in any specialization.
- Resume
- Required to apply
Where you'll work
Job description
About the Role
eClerx is seeking proactive individuals to join our Outbound Voice Team as Analysts, specializing in technical support. As part of this dynamic team, you will initiate calls to customers to resolve technical problems related to our products and services. Your focus will be on diagnosing customer issues, guiding them through troubleshooting steps, and ensuring a satisfactory resolution. This role requires clear communication, technical know-how, and a customer-first mindset.
Key Duties & Responsibilities
- Initiate outbound calls to customers who have reported product or service-related technical challenges.
- Thoroughly listen to customers to determine the underlying causes of their concerns.
- Offer clear, step-by-step verbal guidance for troubleshooting technical issues.
- Utilize internal knowledge bases and digital tools to efficiently resolve customer problems.
- Keep detailed, accurate records of all customer interactions and solutions provided.
- Pass on unresolved or complex cases to appropriate teams for deeper analysis.
- Conduct follow-up communication to ensure issues are resolved and customer satisfaction is achieved.
- Uphold all organizational procedures, protocols, and data protection policies in every interaction.
Required Skills & Qualifications
- Exceptional verbal and written communication in English.
- Demonstrated aptitude for problem-solving and attention to detail.
- Ability to keep composure and patience with challenging or dissatisfied customers.
- Strong capacity to quickly understand and learn new software or technical concepts.
- Prior experience in technical support or customer service is an advantage.
- Familiarity with CRM systems and telephony solutions is appreciated.
- Educational qualification of any Bachelor's degree or relevant diploma is acceptable; additional technical certifications are beneficial.
Education
Bachelor’s degree in any specialization preferred. Diplomas in any discipline are also considered.
Additional Information
Please note that the position is based in Mohali and requires onsite presence.