We are seeking dynamic individuals for the International Technical/Telecom Voice Process role at KVC Consultants Ltd. In this position, you will be responsible for providing comprehensive technical support and resolving telecom-related issues for our international customers over the phone, ensuring a professional and efficient experience.
Roles and Responsibilities:
- Handle inbound and outbound calls from international customers regarding technical and telecom-related inquiries.
- Diagnose and troubleshoot a wide range of technical issues related to telecommunication services, hardware, and software.
- Provide accurate and comprehensive solutions, guiding customers through steps to resolve their problems.
- Explain complex technical concepts clearly and understandably to non-technical users.
- Maintain detailed and accurate records of all customer interactions, technical issues, and resolutions in the system.
- Adhere to company policies, procedures, and quality standards for all voice interactions.
- Escalate complex or unresolved technical/telecom issues to higher-tier support teams when necessary, ensuring proper follow-up.
- Stay updated on product knowledge, service changes, and new offerings within the technical and telecom domain.
Skills Requirement:
- Excellent verbal communication skills in English, with a clear and neutral accent suitable for international communication.
- Strong technical aptitude and problem-solving abilities, particularly in troubleshooting telecom and general technical issues.
- Ability to understand and articulate technical concepts clearly to diverse customers.
- Strong active listening skills and the ability to empathize with customer situations.
- Customer-focused mindset with a strong commitment to delivering exceptional service.
- Ability to work effectively in a fast-paced environment and manage call volumes.
- Basic computer proficiency and ability to navigate various technical and customer service software applications.
- Prior experience in a technical support or telecom support role is highly advantageous.
QUALIFICATION:
- Bachelor's degree or equivalent practical experience.
