Technical Support Consultant_Python_Noida_F2F

Job Description:-

Job Profile 

• Deliver First Call Resolution by handling customer requests and resolving customers

technical and non technical

issues as often as possible during the first contact for assigned products.

• Provide a professional & competent standard of phone and online support (Chat) for Global

customers.

• Accurately document all customer interactions in a case tracking database. Content to be

logged in full written

English.

• Communicate and articulate clearly with the customer (in both verbal and written

communication).

• Call back customers waiting for follow-up in the agreed timeframe.
• 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.

• Manages all customer communication with the appropriate level of etiquette, timeliness and

professionalism,

whilst working towards achieving agreed operational targets. Understanding of escalation

handling procedures.

• Understand the issues business impact & put efforts accordingly to ensure a time

response and resolution for the

customer.

• Resolve known customer issues through the use of a knowledgebase, direct use of product

and operating systems, 

product user guides, and other reference materials.

• Resolve undocumented customer issues through advanced problem solving.
• Obtain general understanding of OS and application operations related to product usage.
• Report top call generators, severe issues, new emerging trends, feature requests and

common how-to questions

to the SME/designated contacts so that trend can be analyzed and feedback is given out to

relevant stakeholders.

• Provide status updates and relevant information to support teams and customers within the

specified SLAs,

Skills

Experience/Qualifications Required 

• Must be a Graduate , Technical degree preferred
• 1-3 years of experience with International Technical Support Center, Enterprise Support is

preferred

• Experience in troubleshooting software on Windows and /or Mac operating systems.
• Technical Support or implementation experience, supporting enterprise software solutions.
• Experience working in a team environment, managing a diverse workload 
• Outstanding written & verbal communication skills in English with a neutral accent
• Experience in one or more of the following additional areas: Database technology (SQL);

Web technology (HTML, 

JavaScript, CSS, XML, PHP), Networking Technologies (TCP/IP, DNS)

• Ability to multi-task and perform effectively under pressure
• Excellent analytical skills and ability to navigate challenging situations in a professional

manner.