Technical Support Engineer at Acsys

CORE RESPONSIBILITIES:

• Serves customers by providing product and service information; resolving product and service problems.

CUSTOMER SERVICE REPRESENTATIVE SKILLS AND QUALIFICATIONS: 

• Minimum of bachelor’s degree or Diploma or Equivalent Technical Qualification or Certification
• Customer Handling Skills (Exposure in handling International Customers)
• Excellent Communication Skills (Oral & Written)
• Intermediate Hardware, Software & Networking knowledge
• Strong Interpersonal Skills & Exposure to working across multi-cultural workforce
• Flexible to work in shifts (24/7) environment, Quick Learner
• Quality Focus, Problem Solving Skills, Market Knowledge
• Documentation Skills, Listening Skills, Email / Chat etiquettesAnalyzing Information, Go in to the details, Logical Troubleshooting Skills, Multi-tasking
• Flexible to travel frequently Domestic / Internationa
• lGood to have - a valid passport

CUSTOMER SERVICE REPRESENTATIVE JOB DUTIES: 

• Incident Management Ticketing Process – Taking Ownership of issues end to end and maintaining theconfidentiality of the Customer Information and recording every bit of information on the CRM
• Resolve customers issues with respect to Product, Software, Hardware, Replacement or Enquiry
• Drill down and identify the root cause of the issue and accurate reporting of the same to other departments
• Provide best possible solution to the customers and expediting speedy resolution to the customers
• Suggesting any Sales Leads / Opportunities with the Customers to the Sales Team
• Prepare product or service reports by collecting and analysing customer provided information and passing it on therelevant teams internally
• Contribute to team effort by accomplishing related results as needed
• Generate sales leads and maintain a good rapport with the POCs, build sustainable relationships of trust throughopen and interactive communication
• Go the extra mile to engage customers
• Weekly, Monthly submission or reports / timesheets submission on time
• Ownership of Cases lying in your bin, regular follow ups and feedbacks to the internal teams.