Technical Support Associate

  • Package : 3.5 LPA
  • Industry : BPO / Call Centre / ITES
  • Functional Area : ITES, BPO, KPO, LPO, Customer Service, Operations
  • Role : Senior Associate- Technical
  • Job Type : Senior Associate- Technical
  • Address : Guwahati, Assam

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Job Description:

As Tech Support Associate, you will be responsible to effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintain poise and professionalism even with very difficult and demanding customers.


  • Be part of a team of technical experts, motivated by a desire to facilitate customers and be responsible for providing technical voice support to B2B & B2C users.

  • Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers

  • Providing remote Infrastructure support delivery and performing problem cause analysis

  • Acting as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.

  • Anticipating customer needs and effectively addressing concerns related to their issue or resolution

  • Providing direct technical assistance to customers via phone, email, and chat.

Required Expertise:

  • Minimum 1 year of experience in Technical Support / IT Help Desk

  • Proficient to ensure customer issues are resolved in the most timely and effective manner possible

  • Demonstrable ability to handle various tasks or projects with changing priorities.

  • Experience to utilize available time efficiently in order to achieve effective and efficient results

  • Solid experience to successfully solve problems and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns.

  • Experience in user level familiarity with at least one e-mail client - Outlook, Notes etc.

  • Questioning skills /probing skills, as relevant to the issue and level of the caller.

  • Find opportunity and implement process improvements

  • Ability to empathize and work with customers in real-time to resolve issues.