Paragon Global Hiring for Technical and Customer Support at Mumbai Full Time

Duties and Responsibilities

• Ensure system is working effectively and report immediately any bugs noticed or reported by customers;

• Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution

• Prepare product or service reports by collecting and analyzing customer information

• Contribute to team effort by accomplishing related results as needed

• Manage incoming requests

• Generate sales leads

• Identify and assess customers’ needs to achieve satisfaction

• Build sustainable relationships of trust through open and interactive communication

• Provide accurate, valid and complete information by using the right methods/tools

• Meet personal/team sales targets and call handling quotas

• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

• Keep records of customer interactions, process customer accounts and file documents

• Follow communication procedures, guidelines and policies

• Go the extra mile to engage customers

• Resolve customer complaints via phone, email, mail or social media

• Greet customers warmly and ascertain problem or reason for calling

• Act as the company gatekeeper

• Inform customer of deals and promotions

• Upsell other related services

• Utilize computer technology to handle high call volumes

• Work with customer service coordinator to ensure proper customer service is being delivered

• Close out or open call records

• Compile reports on overall customer satisfaction

• Read from scripts

• Handle changes in policies or renewals

Requirements:

• Proven technical and customer support experience

• Track record of over-achieving quota

• Strong phone contact handling skills and active listening

• Familiar with CRM systems and practices

• Experience working with different chat tools

• Customer orientation and ability to adapt/respond to different types of characters

• Excellent communication and presentation skills

• Ability to multitask, prioritize and manage time effectively

• Proficiency of the English language

Job Type: Part-time

Salary: ₹594.82 – ₹669.34 per hour

Schedule:

• Day shift

Experience:

• technical and customer support: 1 year (Required)

Language:

• English (Required)