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
Location: Hyderabad, Telangana
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