Technical Support Consultant

Requirements:

• Excellent communication (Spoken & Written).
• Good Customer Service Skills-High patience and pacifying skill to handle difficult customers.
• Excellent Customer Service Skills + ability to handle and resolve escalated customer issues
• Experience in troubleshooting software on Windows and /or Mac operating systems
• Experience working in a team environment, managing a diverse workload
• Must be a Graduate (full time)
• Cultural awareness - conversational English
• Proficient knowledge of Windows, MAC OS, and general desktop support issues & configurations
• Proficiency in troubleshooting & using diagnostic tools & utilities Ex: Msconfig, Task Manager, Event Viewer, fundamentals of networking technologies, basic internet connectivity and browser troubleshooting for wireless and wired connection.
• General cultural awareness, particularly for agents who are supporting customers in a region other than the one they are in (e.g. ability to detect & understand different regional accents, general knowledge of what the capital of the country is, the main cities or regions etc. to avoid having to make spelling requests to customers).
• Uses professional concepts; apply company policies and procedures to resolve a variety of issues.
• Ability to derive business intelligence from customer dashboards and product utilization metrics to enable targeted electronic client communications to cultivate future opportunities to expand clients' use.
• Advanced knowledge of at least 1 product is a plus.

Key Responsibilities:

• Deliver first time resolution by handling customer requests and resolving customers technical and non-technical issues as often as possible during the first contact for assigned products on voice and chat channel.
• Proactively identify customer needs and opportunities to upsell relevant products or services, thereby maximizing revenue per account
• The Job will include handling technical support issues for Digital Imaging Products (Photoshop, Lightroom., Bridge, Camera Raw, Dimension)
• Provide a professional & competent standard of online support for Global customers.
• Accurately document all customer interactions in a case tracking database, when applicable.
• Content to be logged in full written English
• Communicate and articulate clearly with the customer (in both verbal and written communication).
• Follow-up on interactions in timely fashion.
• Demonstrate ownership and willingness to resolve issues in a timely manner.
• Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the customer and to arrange for a supervisor to mediate in the interaction if deemed necessary by you or if requested by the customer
• Understanding of escalation handling procedures
• Understand the issues business impact
• Obtain general understanding of OS and application operations related to product usage
• Report on top call generators, severe issues, new emerging trends, feature requests and common how- to questions
• Should forward any issues/escalations to the next level of support for further resolution
• Understand Top Issues documented by Support Product Managers to identify additional instances and support the resolution thereof.

Note-Upselling Experience and Graduation is Mandatory for this Role.

Interested candidates please contact on below mentioned details-

mansi.sa@dinllp.com or on 8368864718