Posted Jul 30, 2019 2 views
Soloinsight Pvt. Ltd. (a subsidiary of Soloinsight Inc.) is looking for energetic, self-motivated and problem-solver individual, who must be a strong team player with the ability to manage multiple critical issues concurrently, while remaining focused on the business impact and production support. This is a fast-paced environment, and the individual must possess a willingness to adapt, overcome, and succeed in a constantly changing business and technical requirement.
Responsibilities include:
- Prioritize incidents and complaints to ensure all SLAs are met
- Follow-up on open cases, big tickets, and record all call completion information received from the Customer Success Team Lead or Technical Support Specialist Level II
- Research and identify solutions for software and hardware related issues
- Diagnose and trouble shoot technical issues
- Ask customer targeted questions to quickly understand the root cause of the problem
- Communicate with clients through phone, email or chat, until the issue is resolved
- Properly escalate unresolved issues to relevant departments
- Provide prompt and accurate feedback to customers
- Refer to knowledge base or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Follow-up with clients to ensure their systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Prepare and manage the schedule for all planned maintenance/updates for the clients
- Share daily performance report with the team lead
Required Skills:
- A candidate must have Technical Aptitude
- Ability to communicate technical concepts to non-technical users
- Ability to organize and prioritize work in a dynamic and complex environment to meet deadlines and daily requirements
- An individual having the ability to read, write, and speak English fluency with good American or Neutral accent ONLY
- Exceptional engagement and communication skill
- Attention to detail and ability to participate in overall customer relationship management activities
- Process driven, analytical thinker and possess a high degree of initiative and ownership
Specific Task:
- Customer Support
Job Details
Soloinsight Pvt. Ltd.
Soloinsight Pvt Ltd is a subsidiary of SoloInsight Inc, USA, provides technology solutions using an identification platform of integrated software and sensors to help customers manage critical resources – security, personnel, assets, and visitors – while maintaining compliance. Through 10 years of engagement with our customers, we have crafted accurate, swift, and elegant recognition solutions
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