• Answering In bound voice calls effectively. Following the call etiquettes.
• Understanding the issue and providing resolution to customer’s query (Technical/Non-Technical/Billing) in a timely and efficient manner, providing free diagnostic and pitching for a tech support sale on that call.
• Maintain pleasantness with the customer on the call. Active Listening/Apologize/Empathize/Reassurance are important.
• Taking customer details and documenting/tracking every interaction in the documentation portal for details to be available immediately for the tech teams and also for future references.
• Reporting new process issues that impact customers to the management remaining up to speed on new technologies, new issues and new product offering.
• Work in coordination with the teams to ensure smooth operations.
Desired candidate would be –
• Someone with at least 3-6 months experience of Technical Support and sales process in handling pop up calls.
• Excellent command over written and spoken German – minimum level B1/B2
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