Technical Support AssociateHyderabad

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  • CategoryCall Center, BPO
  • Sub CategoryCustomer Service Executive
  • LocationHyderabad
  • CompanyKnoah Solution
  • Posted date on our Website24 July 2012
  • Expiration Date24 July 2012

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5 out of 5 based on 2 Ratings.
Here are the details of Technical Support Associate job in Knoah Solution. This job or placement paper has been sourced from either company website or newspaper or other media and from students who appeared for this job. User is requested to verify the data before applying for the job.

Employment Status:- Full Time

Position objective:-

    As Technical Support Associate, you are expected to address customer challenges and queries through chat support and ensure effective resolution to the challenges the customer encounters
    Ensure customer satisfaction and quality parameters are met for the resolutions provided
    Ensure that you delight customers and help in retention by providing customer experience that would enhance stakeholder's value

Roles & Responsibilities:-

    Effectively address customer queries by understanding challenges faced by the customer
    Ensure you meet set process for addressing customer queries
    Understand customer expectation clearly through effective probing
    Document reasons for customer dissatisfaction for all the queries and the challenges faced
    Understand and upgrade product and process knowledge to meet required standards of customer resolution on an ongoing basis
    Set high levels of performance standards for the given process/account
    Ensure you understand expected performance standards and metrics to be achieved for a given process/account
    Look for areas of improvement in the process and provide insights to your Supervisors to enhance customer delight
    Follow the learning management process to remain current and updated on required skills and knowledge required for the position
    Learn, help and support fellow members in the team in meeting desired performance standards for a given process/account
    Bring right attitude to the work place that complements and enhances the work culture
    Always Think like a winner

Required Knowledge:-

Basic understanding on:-

    Computer Operating Skills – File/Memory/Keyboard Management, Installing and uninstalling software, basic troubleshooting, keyboard shortcuts.
    Operating System – Knowledge of hardware – RAM, HDD, devices. Knowledge of OS – Mac or Windows. Control Panel and basic hardware troubleshooting.
    Internet Concepts – Knowledge of IP, DNS. Search Management. Internet and browser understanding and basic troubleshooting.


    Communication Skills – Moderate to High
    Written English – Grammar correct
    Typing Speed – above 25 wpm>

Desired Behavior:-

    High commitment
    Ability to learn
    New ways of thinking and doing
    Adaptive to team and organization
    Open for feedback and learning
    Proactive and high energy

Academic Qualifications: Undergraduate and above in any stream.

Years of Experience:
0 - 4 years working experience desired

Type of Experience: BPO experience will be a plus, freshers are also eligible.

About Knoah Solution:-

Knoah Solution was established in 2001. It is an award-winning Global outsourcing company - led by a U.S. based management team - that delivers the best multi-channel customer and technical support services in the industry.

Knoah is your one stop shop for contact center services delivering voice, live chat, email, BPO and 3rd Party QA services.

Knoah addresses the growing needs of today's online businesses by providing a full range of outsourcing services for web-based customer support. With Knoah, companies can now keep pace with the flood of Internet communications that are threatening to drown internal support teams.

Contact Details:

4th & 5th Floor,
Maximus Towers 2A,
Raheja Mindspace IT Park,
Hitech City, Madhapur,
Hyderabad, A.P
INDIA - 500081

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