Job description:

Job Description: Handling customer calls regarding technical issues, product/device problems, new feature request and general client concerns. Responding to customer queries in a timely and accurate way, via phone, email, or chat. Creating tickets for customer reported issues, troubleshooting, and escalating to next level with regular follow-ups until closure. Must take ownership of customer issues, troubleshoot problems, and see them through to resolution. Collect prompt and accurate information from customers, create ticket and document knowledge/troubleshooting steps in the form of ticket logs. Responsible for maintaining & following the correct process flow and escalation matrix as per the SLA. Should work on pro-active alarms monitor, troubleshoot, follow-up with customer and respective internal/external teams to fix the issue. Should have knowledge on Unified communication, VoIP, SIP, communication manager, Gateways, and networking. Should have basic knowledge on troubleshooting voice related issues and able to trace & analyses SIP packets. In-depth knowledge of LAN, WAN, VoIP systems and IP Protocols Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller. Update customer information in the customer service database during and after each call. Work with the management team to stay updated on product knowledge and be informed of any changes in company policies Impact the company s bottom line by problem solving and turning frustrated clients into repeat customers Excellent verbal and written communication skills

• To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
• To maintain high login Efficiency (Availability) for customers.
• To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
• To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
• Work on value adding activities such Knowledge base update & self development.