International Non Voice Process

International Non Voice Process

Eric Services
Hyderabad / Secunderabad
1 - 4 Years
300000 - 500000 INR

Job Description

Job Description:
We are looking for an exceptional customer-centric and committed individuals who will can be part of our Support Organization at SmartDrive.
Once customer subscribes to SmartDrive’s services and installs our product in their vehicles, Customer would be calling SmartDrive Support’s Line to validate if the installation is done as per SmartDrive’s recommendations.
Support engineer plays a key role in validating this processand this step is crucial for our customer success and often sets the first impression to customers and drives the Video Based Safety Program. The end goal is to reduce,risky-drivingbehaviors and allow customers to focus on Driver Safety & Coaching! For more details on the safety program, please visit


KEY RESPONSIBILITIES:
Diagnose and troubleshoot technical issues through SmartDrive procedures.
Responsible to monitor the incoming Calls and emails and handle customer requests within the prescribed SLA
Able to work in a competitive environment and meet the KPIs (Productivity, Quality, FCR, Customer Satisfaction, etc.)
Being compliant with SmartDrive Policies, processes and procedures regarding Case handling, installations, escalations etc.
Acting as a customer advocate, prioritizing and managing assigned cases and escalations in queue with little or no supervision
To keep customers up to date with progress and to liaise with team members and management in an appropriate manner
Able to multi-task, switch between tasks quickly; handle calls, emails etc
Take ownership and control of an issue and ask supervisor or SME assistance as needed to continuously improve the support service and maintain a high level of customer satisfaction
tickets, prioritize tasks, server monitoring
Manage all assigned tasks and solve problems in a timely manner
Engaging with the cross functional teams like operations and engineering to build, drive and improve tools and processes for quicker issue resolution.
Education:
BTech or BE (preferably with Mechanical or Electronics or computers stream)
Experience:
1-4 years of experience in the tech support background in IT or ITES/Technical/product support
Experience in virtual troubleshooting in Telematics/Automotive would be a plus
Skills/Competencies:
Effective verbal(neutral accent) &written communication skillsalong with active listening skills
Interpersonal skills – empathy, adaptability, teamwork
Excellent customer service skills that build high levels of customer satisfaction
Ability to multi-task, set priorities and manage time effectively
Ability to handle technology and technology change and upgradation
Strong troubleshooting/root cause isolation skills
Demonstrate logical thinking, creative problem-solving approach and strong analytical
Understanding of CRM applications as Salesforce, Service Now etc would be an added advantage
Experience in Hardware, Telematics and/or SQL, Splunk and other technical skills would be an added advantage

Shift Timing's: US night shift
Transport: No Can for Male Employee. (For Female Employee it would be a 1 way cab which is DROP)
Max Package: 5.0 LPA (Based on last drawn take-home 20-30% Hike)
Age Limit: Below 30
Job Location: Lifestyle Building (BEGUMPET)
Notice Period: 15 days
Cooling Period: 6 Months
NOTE: There shouldn't be any GAP's in between EDUCATION & WORK EXPERIENCE. MAX (1-2 Months Gap can be considered)
INTERVIEW DATE: 29th Feb'2020
INTERVIEW LOCATION: Smart Drive Systems, 4th Floor, Lifestyle Building, Begumpet, Hyderabad
WALK-IN TIME: 11:00 AM - 12:30 PM
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Thanks and Regards,

Erics is an advisory firm that provides multidisciplinary solutions to complex challenges and opportunities with the full power of unique depth of thought combined with the global expertise, founded and established by group of professionals with rich experience in various consulting services. We are committed to protecting and enhancing the enterprise value of our clients.

We are specialized in Recruitment, Hiring People for various IT, Non-IT and ITES Sectors. Recruiting Customer Care Executives, Technical Support Executives, Finance, Sales & Marketing, Health Care, HR, Software Developers, Testing Engineers, Manufacturing, Pharma, Admin & BFS Professionals.

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