Customer Care
Eresha Technologies is one of fast growing IT Solution and Services company, looking for intelligent, articulate, driven motivation and an outstanding people to contribute and participate in the rapid growth of the company for the following position:
CUSTOMER CARE
Main Role & Responsibilities :
- Responsible for handling all inbound and outbound calls related to technical queries and explanations.
- Provide 1st and 2nd level technical helpdesk support and escalate to Network Control Centre for 3rd level support.
- Responsibility of responding to customer problems directly or through internal customer interface. Solves technical problems.
- Monitor customer’s network performance and diligently perform diagnostics on any fault/alarm when need arises.
- Responsible for collecting, analyze, processing the data and making the report for the customer.
- Provide technical solution ( Recommendation) and support to customer.
Requirements :
- Capable in team work or individual work.
- Ability to work on odd hours/weekends.
- Provide log trace for network analysis using network analyzer.
- Able to work on 24 X 7 shift rotation basis.
- Perform Operation and Maintenance 24X7 for internet via OSS.
- Emergency support and standby on 24x7 basis for the services.
- Ability to understand the call centre environment.
- Excellent communication skills.
- Good listening skills and articulate in resolving problems over the phone.
- Process inbound and outbound 1st level customer interactions via phone, e-mail, fax voicemail or online.
- Customer service oriented and customer focused skills.
- Certifications like CCNA, CCNP, CCDA or CCDP shall be advantageous
