Customer Support Specialist – QA | Solera | Hyderabad, Telangana

Job description:

Solera is conducting an interview for the post of Customer Support Specialist – QA.

Job duties and responsibilities:

  • Diagnose and troubleshoot technical issues through SmartDrive procedures.
  • Responsible to monitor the incoming Calls and emails and handle customer requests within the prescribed SLA
  • Able to work in a competitive environment and meet the KPIs (Productivity, Quality, FCR, Customer Satisfaction, etc.)
  • Being compliant with SmartDrive Policies, processes and procedures regarding Case handling, installations, escalations etc.
  • Acting as a customer advocate, prioritizing and managing assigned cases and escalations in queue with little or no supervision
  • To keep customers up to date with progress and to liaise with team members and management in an appropriate manner
  • Able to multi-task, switch between tasks quickly; handle calls, emails etc
  • Take ownership and control of an issue and ask supervisor or SME assistance as needed to continuously improve the support service and maintain a high level of customer satisfaction
    tickets, prioritize tasks, server monitoring
  • Manage all assigned tasks and solve problems in a timely manner
  • Engaging with the cross functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution.

Qualifications and Experience required:

  • BTech or BE (preferably with Mechanical or Electronics or computers stream).
  • 1-4 years of experience in the tech support background in IT or ITES/Technical/product support
  • Experience in virtual troubleshooting in Telematics/Automotive would be a plus. Effective verbal (neutral accent) & written communication skills along with active listening skills
    Interpersonal skills – empathy, adaptability, teamwork
  • Excellent customer service skills that build high levels of customer satisfaction. Ability to multi-task, set priorities and manage time effectively
  • Ability to handle technology and technology change and upgradation. Strong troubleshooting/root cause isolation skills
  • Demonstrate logical thinking, creative problem-solving approach and strong analytical skills.
  • Understanding of CRM applications as Salesforce, ServiceNow etc would be an added advantage
  • Experience in Hardware, Telematics and/or SQL, Splunk and other technical skills would be an added advantage

Job/Req. ID: JR-009855

Company: Solera

LocationHyderabad, Telangana

Job CategoryMechanical or Electronics or Computers

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