About The Client: An Indian multinational information technology (IT) consulting company headquartered in Noida, The company has offices in 52 countries and over 225,944 employees. The Client is a global IT services and consulting company that offers a wide range of services and products across various industries like IT Infrastructure Services, Cybersecurity Services, Cloud Services, Big Data and Analytics, Internet of Things (IoT) Solutions, Semiconductor Services and Enterprise Software Products.
Essential Job Functions:
Handling customer calls regarding technical issues, product/device problems, new feature request and general client concerns.
Ready to work 24*7 mainly US Support hours .
Responding to customer queries in a timely and accurate way, via phone, email, or chat.
Creating tickets for customer reported issues, troubleshooting, and escalating to next level with regular follow-ups until closure.
Should work on pro-active alarms - monitor, troubleshoot, follow-up with customer and respective internal/external teams to fix the issue.
Should have knowledge on Unified communication, VoIP, SIP, communication manager, Gateways, and networking.
Should have basic knowledge on troubleshooting voice related issues and able to trace & analyses SIP packets.
In-depth knowledge of LAN, WAN, VoIP systems and IP Protocols
Must take ownership of customer issues, troubleshoot problems, and see them through to resolution.
Collect prompt and accurate information from customers, create ticket and document knowledge/troubleshooting steps in the form of ticket logs.
Responsible for maintaining & following the correct process flow and escalation matrix as per the SLA.
Responsible for maintaining a high level of professionalism with clients and working to establish a positive rapport with every caller.
Update customer information in the customer service database during and after each call.
Work with the management team to stay updated on product knowledge and be informed of any changes in company policies
Impact the company's bottom line by problem solving and turning frustrated clients into repeat customers
Excellent verbal and written communication skills
OS-XE
Qualification:
Experience: 3+yrs.
How to Apply: Interested candidates are encouraged to respond/submit their updated resumes, and for additional job opportunities, please visit Jobs In India - VARITE.
Unlock Rewards: Refer Candidates and Earn. If you're not available or interested in this opportunity, please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program, where you'll receive a one-time referral bonus based on the following scale if the referred candidate completes a three-month assignment with VARITE.
Experience Level Bonus Referral:0-2 years INR 5,000 2-6 years INR 7,500 6+ years INR 10,000 About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking, Cloud Infrastructure, Hardware and Software, Digital Marketing and Media Solutions, Clinical Diagnostics, Utilities, Gaming and Entertainment, and Financial Services.
Equal Opportunity Employer: VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, marital status, veteran status, or disability status.
