About the Role
The client is seeking skilled Customer Support Engineers for its Chat Support team. This role requires strong communication skills, problem-solving abilities, and customer service experience to handle live chat queries, troubleshoot technical issues, and deliver exceptional support.
Key Responsibilities:
- Manage chat activity and process tasks in CRM cases and assigned queues.
- Triage incoming cases, prioritize by category, and provide case acknowledgment.
- Offer application support, create cases, conduct initial troubleshooting, and escalate as needed.
- Adhere to SLAs, productivity, and performance goals.
- Perform database searches and gain product knowledge.
- Maintain empathy while resolving customer concerns.
- Document cases accurately and troubleshoot Help Desk incidents.
- Handle high workloads while meeting customer expectations.
Requirements
Education: Graduation Mandatory Experience:
Dual Chat Handling (Two Chats Simultaneously)
Min 1 Year Exp (Voice/Chat)
Live Chat Experience
Voice Experience in BPO (Non-IT) with B2C end-user interaction
Skills:
Strong verbal communication (empathy and professionalism)
Excellent time management and case resolution efficiency
Strong written communication (accurate documentation)
Multitasking across multiple technical mediums
Typing speed: Minimum 35 WPM
Shift: Night shift (5 days a week, rotational week off)
Shift Timings: 6:30 PM - 3:30 AM