Technical Support Engineer (Tier 1)

Description

• TSE will be responsible to provide chat and voice support to our international clients in US, Canada and UK. TSEs should have the ability to handle multiple chats simultaneously.
• Responsible to provide timely and effective resolutions to our clients on basic to complex technical support queries via chat and calls
• Responsible for responding to customers in an efficient and professional manner
• Handles and resolves technical queries; identifies and escalates accordingly
• Meets expectations regarding productivity as defined by the process or manager
• Escalates necessary cases to the right level within the defined LOB (Line Of Business)
• Ensures compliance with all company and departmental policies, procedures, and Guidelines
• May be required to perform other tasks as requested, assigned, or directed
• Focus to achieve 100% customer satisfaction and fully responsible to delight customers with satisfactory service levels
• Flexibility to work extended hours with minimal notice during high volumes
• Working days : 5 days a week - Weekly off : 2 days (Rotational) and not necessarily (Saturday / Sunday)

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