Product Support Specialist

Req Number: 81802
Category: Client Service
Posted Date: August 30, 2016

Three associates collaborating at work

Work Location(s): Chennai, Tamil Nadu, IN
1. OverviewADP Solutions Private Limited currently has vacancies for the position of Junior Technical Support Engineer (TSE) in the Technical Support department. The TSE will report to the Manager – Technical Support and will be responsible to provide high quality technical support to our international customers, partners and other engineers on the software developed by the Company. 2. Key Responsibilities§ Provide technical support to our customers by answering telephone calls (primarily) and replying to emails in line with service level agreements and departmental metrics, which includes, resolution time with a focus on high quality, accuracy and customer satisfaction § Document all activities and communication with customers and update cases in order to track progress with each open incident § Meet / exceed departmental goals on case management, phone and email response time and customer satisfaction scores § Analyze and clarify customer queries through troubleshooting and researching existing knowledgebase articles / known issues § Review cases for technical complexity and make recommendations to team members with regards escalation according to departmental best practice § Use and create knowledgebase articles in line with our best practice based on new product information, support incidents and/or common / critical issues § Adhere to the best practices for Technical Support Services § Active participation in team and departmental meetings by providing feedback on day to day activities and suggest recommendations for improvement.

§ A Bachelor’s Degree (preferably from computer science background)§ Fresher or one year experience in a technical support role in an inbound contact centre supporting international customers § Knowledge of Hardware, Networking and Operating systems§ Knowledge of SQL 2000 / SQL 2005§ Excellent communication skills with a neutral accent and clear enunciation§ Ability to work both independently and as a team player with a positive attitude§ Quick adaptability with an openness to learn and develop§ Excellent logical and problem solving skills§ Customer focus§ Willingness to work in UK shifts and follow UK holidays.

Nina

It’s cool to come here and not just sit here and say, ‘I’m going to answer phone calls.’ I’m actually educating the client, making it an easy and effortless experience for them. When you spend the time to educate them, they are so grateful. I’ve made a lot of personal connections.

NinaClient Support Consultant