PRIMARY RESPONSIBILITIES: (these tasks include but are not limited to)
- Provide Tier 1 technical help and solutions to customers via phone calls and emails.
- Deliver exceptional Customer Experience in each support interaction.
- Troubleshoot product compatibility inquiries.
- Document all customer contact information, technical issues and requests in systems.
- Ensure 80+% 1st call resolution for customer interactions.
- Work with internal and external customers to provide technical support.
- Capture product quality data to support quality investigations.
EDUCATION AND EXPERIENCE
- Some college or a relevant combination of experience and education
- 1-2 years proven customer service experience, ideally in the telecom, high-tech or consumer electronics industries
- Telephony (hardline, softphone, or mobile phone) experience a plus
- Ability to effectively communicate technical information to non-technical audience
- Ability to work with diverse customer types
- Experienced and effective in conflict resolution and relationship management
- Proficiency with Microsoft Office applications
- Excellent communication skills – both verbal and written
SKILLS AND KNOWLEDGE
- Results oriented
- Self-starter
- Energetic
- Entrepreneurial individual placing primary focus on the departmental goals and objectives
- Has a clear defined vision of the future and understands where the business is headed
- Proficient in Microsoft applications
- Works well with others in a team oriented environment
- Creative, logical, analytical person willing to try new approaches required by the company and the marketplace
- Capable of determining the effectiveness of an approach and able to make the appropriate adjustment to achieve maximum results
- Independent decision-making: resourceful; good problem solving; ability to think rapid while on a call with a customer; ability to balance the immediate need with the big/ longer term picture.
- Customer Focused: Ability to develop strong relationshi
📌 Support Specialist (Delhi)
🏢 Jabra
📍 Delhi