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Convergys thane Hiring Technical Voice- Interested Call Amree

Keywords / Skills : Technical Support Executive ( voice) , Technical Support Representative (Non- voice)

2 - 8 years
Posted: 2018-08-24

Job Description
Job Title: Technical Support Associate- Level 1

Nature of Business â€" Full Time

Client:- HP Smart friend

Job description for tier 3 Tech Process:

1) Candidates should be well versed with Window 8/8.1 and Win 10 and should at least have installation knowhow.
2) Candidates should be well versed with installation of devices like printers for a computer network and should have the know how to deal with driver conflicts.
3) Candidates should be well versed with configuring multiple email clients from MS Outlook to third party email clients like Incredimail, Eudora or Thunderbird.
4) Candidates should have knowledge of installing security software’s like Norton Antivirus/McAfee Security Centre and addressing issues with these software’s.
5) Candidates should be well versed with connectivity issues (network/internet) and should be able to put up a wireless network involving multiple devices/computers.
6) Candidates should be well versed with addressing issues with productivity software suites like MS Office/Excel/PowerPoint.

They should have an approach towards resolving customer’s technical concerns by researching the issues on google and providing a solution. Please note that the training period for this group is only for a week which translates that these candidates should be well versed in the technical aspects of all third party software or should have an acumen towards finding a resolution independently by researching on the web and providing a solution.

Please note that candidates who are into business support does not have exposure to Windows 8/8.1/10 and this is mandatory for HP Smart Friend which caters to retail consumers.


Responsible for providing problem resolution for incoming service inquiries which are basic or routine. May answer inquiries, solve problems, and perform troubleshooting using provided scripting and published materials. Also provide third level support to both internal and external customers and Support Professionals.
Duties and Responsibilities:
Maintain the highest level of technical product knowledge and expertise in the specified products and become knowledgeable in new versions and products as assigned.
Provide technical support via telephone and other electronic mediums for a limited product category up to 100% of the assigned shift.
Assist with agent technical development. Participate in focus groups or other related opportunities potentially with the client and members of management
Resolve difficult technical issues for both customers and Support Professionals.
Participate in the escalation process under the direction of the Team Manager.
Note and communicate any new/unresolved issues relating to the products being supported.
Act as an escalation point in the absence of a Team Manager.
Achieve and maintain to a performance standard. Including but not limited to; average handle time, resolution and customer satisfaction.
Log all incoming calls and accurately complete case notes in the call tracking database.
Search and retrieve data from various databases. Ability to multitask with multiple applications during a phone call.
Participate in training activities to maintain technical currency, and to broaden product knowledge.
Extend contact to promote and sell products or services as required by assigned queue.
Employ a high level of interpersonal and communication skills to move beyond customers frustrations and solve customers problem.
Identify the level of technical knowledge of the customer and adjust technical communications to solve customers problem.
Other duties as assigned.
Skill in providing an exceptional customer experience.
Skill in verbal and written communication to analyze, interpret and address customer needs.
Knowledge of computer operating systems. Including but not limited to one or more of the following; Mac OS, Windows XP, Vista, 7, 8, 8.1 & 10.
Basic Knowledge of third party software available in the market. Including but not limited to one or more of the following; MS Word, MS Excel, MS PowerPoint, MS Outlook, Flash player, Acrobat, Photoshop, ITunes, VLC player and many others
Ability to work in a time critical environment.
Ability to be flexible and quickly adapt to changing business needs and processes.
Ability to employ patience and self-control in handling irate customers.
Ability and willingness to provide presales support.
Ability to promote and sell products or services.
Ability to sit at a computer keyboard, monitor and use a telephone headset for extended periods of time.
May be required to work unconventional hours or shifts, weekends, holidays, 2nd shift, or early mornings.
Minimum 2 year experience as a level III Technical support agent in an International BPO.
Supervisory experience is an asset.
Ability to motivate and mentor team, presenting new opportunities and challenges for additional development
Ability to work with minimal guidance or supervision in a time critical environment.
Ability to work in a time critical environment.
Ability to be flexible and quickly adapt to changing business needs and processes.

 UG/ Any Graduates.
 18 months of ICC experience preferably in the technical domain with Good Communication Skills & Excellent Technical Knowledge

(The Hiring boundary is from Andheri to Virar on Western Suburbs & Thane (W) is included)

US Rotational Shifts (Free Transport)

Salary â€" 3.00 lacs to 5.89 lacs (gross) . The net in hand ranges from 24k to


Please Send me your Resume to [HIDDEN TEXT] or
Please call HR Amreen Sabha - 9886210024 to Schedule your Interview.

Convergys India Service Private Limited
G-Corp Tech Park, 11th, Floor Ghodbunder Road, Near Kasarvadavali Police Station Kasarvadavali Thane (W)- 400601 Maharashtra India

Contact Person â€" Amreen Sabha -9886210024

Interview Dates:- 24th August till 31st August 2018
Joining Date:- 3rd September 2018

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