Associate Technical Support | Solera | Hyderabad, Telangana

Job description:

Solera is conducting an interview for the post of Associate Technical Support.

Job duties and responsibilities:

The Associate Technical Support Specialist -provides technical installation assistance, service and training to customers; exercises prudent judgment within the defined processes and practices of Tech Support in troubleshooting and developing solutions to a variety of complex problems and technical issues involving software and hardware; and train and assist customers on the use of systems and applications related to SmartDrive’s products and services.

Essential 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
  • 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 required:

  • Working knowledge of all Operating systems
  • Knowledge of troubleshooting tools and technologies
  • Strong written and verbal communication skills
  • Excellent customer service skills that build high level of customer satisfaction
  • Ability to multi-task and react to shifting priorities and balance department responsibilities
  • Demonstrate logical thinking, creative problem-solving approach and strong analytical skill
  • General knowledge of 12 volt mobile electronics, automotive wiring, and cable use is preferred, but not required

Job/Req. ID: JR-014113

Company: Solera

LocationHyderabad, Telangana

Join all India Jobs Telegram Group

Join all India Jobs WhatsApp Group