Technical Support Executive- International Voice Hyderabad
Gratitude IncTechnical Support Executive- International Voice Hyderabad
Job Description
Key Skills
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Technical Support Executive / Customer Service Executive – International Voice
Job Summary
The Technical Support Executive / Customer Service Executive will be responsible for handling international customers through voice and chat channels, resolving customer queries and technical issues, and delivering exceptional customer experiences. The role requires strong international voice experience, excellent communication skills, active listening, empathy, analytical and diagnostic abilities, and strong problem-solving skills. Candidates with technical experience can be considered for the Technical Support Voice opening, while candidates with relevant customer service experience can be considered for the Customer Service Representative (CSR) position. The role also involves achieving First Call Resolution, accurately documenting customer interactions, following up on cases, meeting operational and sales KPIs, and maintaining professionalism during challenging or escalated interactions.
Key Responsibilities
- Handle customer queries and resolve issues efficiently during the first contact wherever possible.
- Deliver exceptional customer experiences while balancing technical support and sales objectives.
- Provide international voice-based customer support.
- Handle customer interactions professionally across phone and chat channels.
- Clearly and concisely communicate technical information to global customers.
- Demonstrate active listening and empathy while understanding customer concerns.
- Maintain professionalism and appropriate tone during challenging or escalated interactions.
- Record customer interactions accurately within the CRM system.
Language Requirements
- Global English: B2 or higher required; C1 is preferred.
- Excellent communication skills are mandatory.
- For EMEA languages, C1 or higher in the primary language and B2 English are required.
- Strong verbal and written communication skills.
- Ability to communicate technical information clearly and in a customer-friendly manner.
Required Skills
- International Voice Experience.
- First Call Resolution.
- Active Listening and Empathy.
- CRM Case Documentation and Tracking.
- Product Knowledge and Technical Support.
- Sales and KPI Orientation.
Preferred Skills
- C1-level English communication.
- C1-level EMEA language proficiency where applicable.
- Technical support experience.
- Experience handling escalated customer interactions.
- CRM experience.
- Experience with troubleshooting using product guides and reference materials.
- Strong sales orientation and KPI achievement.
Work Requirements
- Notice period must be 0 days.
- Ability to work with international customers.
- Ability to handle voice-based customer interactions.
- Ability to troubleshoot customer issues and identify root causes
- Ability to achieve First Call Resolution.
- Ability to document and track customer cases accurately.
- Ability to follow up on open cases within 24 hours.
- Ability to meet operational goals, sales targets, and KPIs.
- Ability to maintain professionalism during challenging customer interactions.
Important Eligibility
- Ex-TCS employees cannot apply.
PAN and DOB are required for profile creation.
Role
Technical Services
Timings
Flexible (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
Science / Technology
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
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