We are looking for a Non Voice Process – Chat Process to provide technical assistance to customers through live chat. The candidate will be responsible for understanding customer issues, troubleshooting basic technical problems, providing accurate solutions, and ensuring a positive customer experience.
Key Responsibilities
- Handle customer technical queries through live chat in a qualified and timely manner.
- Understand customer concerns and identify the root cause of technical issues.
- Provide step-by-step troubleshooting and appropriate solutions through chat.
- Assist customers with product/service-related technical issues.
- Follow predefined troubleshooting procedures, scripts, and Standard Operating Procedures (SOPs).
- Escalate complex or unresolved issues to the appropriate technical team.
- Maintain accurate records of customer interactions and issue resolutions.
- Follow up on pending or escalated issues whenever required.