Company Name: VARITE India Private Limited
About The Client:
An American multinational computer software company incorporated in Delaware and headquartered in San Jose, California. They specialize in software for creating and publishing a wide range of content, including graphics, photography, illustration, animation, multimedia/video, motion pictures, and print.
Essential Job Functions:
- Deliver First Call Resolution by handling customer requests and resolving customer’s technical and non technical issues as often as possible during the first contact for assigned products.
- Provide a skilled & competent standard of phone and online support (Chat) for Global customers.
- Accurately document all customer interactions in a case tracking database. Content to be logged in full written English.
- Communicate and articulate clearly with the customer (in both verbal and written communication).
- Call back customers waiting for follow-up in the agreed timeframe.
- Demonstrate ownership and willingness to resolve issues in a timely manner.
- Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the customer and to arrange for a supervisor to mediate in the interaction if deemed necessary by you or if requested by the customer.
- Manages all customer communication with the appropriate level of etiquette, timeliness and professionalism, whilst working towards achieving agreed operational targets. Understanding of escalation handling procedures.
- Understand the issue’s business impact & put efforts accordingly to ensure a time response and resolution for the customer.
- Resolve known customer issues through the use of a knowledgebase, direct use of product and operating systems, product user guides, and other reference materials.
- Resolve undocumented customer issues through advanced problem solving.
- Obtain general understanding of OS and application operations related to product usage.
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📌 Technical Support Engineer I (Noida)
🏢 VARITE
📍 Noida