Job Description: Technical Support Executive
Location: Gurugram, Haryana
Process: Inbound Voice
Salary: 3,49,000 4,25,000 LPA.
Role Overview
We are seeking a Technical Support Executive for a leading Telecommunications process. In this role, you will provide real-time technical assistance to customers regarding their mobile and broadband services while identifying opportunities to upgrade their current plans.
Technical Responsibilities
- Network Troubleshooting: Diagnose and resolve issues related to signal strength, data connectivity (4G/5G), and call drops.
- Device & SIM Support: Assist customers with SIM activation, eSIM configuration, and APN settings for various mobile devices.
- Broadband & Hardware: Provide step-by-step guidance for Wi-Fi router setup, LAN troubleshooting, and DNS/IP configuration.
- Service Provisioning: Handle requests related to Value Added Services (VAS), international roaming, and data pack activations.
- Upselling: Recommend higher data tiers, converged fixed-mobile plans (converged services), or premium entertainment add-ons based on the customer's usage patterns.
- Billing Technicalities: Explain complex billing cycles, prorated charges, and resolve discrepancies related to data overages.
Key Performance Indicators (KPIs)
- First Call Resolution (FCR): Aim to resolve technical glitches in a single interaction to minimize churn.
- Average Handle Time (AHT): Efficiently manage talk and hold time while ensuring thorough technical resolution.
- CSAT & NPS: Maintain high Customer Satisfaction and Net Promoter Scores by providing empathetic and accurate support.
Eligibility Requirements
- Education: Graduate Freshers with a tech-savvy mindset.
- Undergraduates with a minimum of 6 months of experience in a Voice process.
- Skills: Excellent verbal communication in English and Hindi; basic understanding of TCP/IP, VoIP, and mobile operating systems (Android/iOS).
- Availability: Must be willing to work in Rotational Shifts (5 days a week).
- Joining: Immediate Joiners only.
Contact Information
Interested candidates can reach out to:
- Contact Person: Manik Vashist
- Contact Number: 7986545758
- [Confidential Information]
