Elfonze Technologies Hiring for WIFI Email Agent at Hyderabad, Telangana Full Time

GENERAL RESPONSIBILITIES:
If you thrive in a fast-paced environment and are looking for an opportunity to develop your customer service career, then we have a great opportunity for you. We are seeking a motivated, process-oriented individual in our Customer Care Center to support our Wi-Fi connected product customers requesting help through our written channels. Our customers include end user-homeowners, installing and servicing contractors, distributor warranty administrators and distributors seeking after-market replacement components. Our contact center is a high-volume, fast paced and metric driven call-center team atmosphere with high emphasis on customer satisfaction.

Specific Responsibilities for this position include:

• Provide exceptional written customer support to homeowners.
• Use sound judgement to determine appropriate response to customers based on severity level of case
• Manage customer interactions via email, and written correspondence with appropriate template or information gathering to escalate to internal teams
• Assist consumers with troubleshooting Wi-Fi connectivity and Remote access on website or phone applications.
• Communicate customer facing issues to management or engineering teams and identify areas of opportunity
• Collaborate with internal departments to resolve customer opportunities
• Actively participate in departmental Carrier Excellence initiatives as requested as well as agent certifications

Key Qualifications:

• Ability to handle between 30-40 emails/web cases per day while maintaining a positive/responsive attitude with the customer
• Working knowledge of Salesforce is desired.
• A background in consumer Wi-Fi devices, app use and troubleshooting desired
• Excellent customer service skills
• Strong written and oral communication skills
• Proficient in MS Office (specifically Word and Excel)
• Strong analytical skills, accuracy and attention to detail
• Sense of urgency; strong organizational skills and ability to handle multiple tasks at one time
• Creative problem solving skills
• Self-starter and well organized, able to multi-task and prioritize work
• Adaptability and flexibility to seasonality and changing business demands is critical. Scheduled shift assignments will include evening and weekend hours
• Spanish or French language skills are a plus