Sieva Networks Solutions Pvt Ltd Hiring for Senior Customer Support Executive at Thiruvananthapuram Full Time

BUSINESS INTELLIGENCE ANALYST

JOB DESCRIPTION

Sieva Networks Solutions is hiring for its exclusive US client, based in California. The client is manufacturing and selling GPS trackers, mainly in the US. Website details:

www.family1st.io www.matrackinc.com

Job responsibilities involve

❖ resolving customer queries by phone and email

❖ recommending solutions and guiding product users through features and functionalities

❖ assigning tasks and acting as a liaison between multiple teams

To succeed in this role, you must have strong problem-solving skills. Additionally, you must be able to communicate effectively with US customers and coordinate with your team members-onshore and offshore.

RESPONSIBILITIES:

Evaluating business processes and anticipating requirements,

Uncovering areas for improvement, and developing and implementing solutions.

Documenting and communicating the results of your efforts.

Effectively communicating your insights and plans to cross-functional team members and management.

Gathering critical information from meetings with various stakeholders and producing useful reports.

Working closely with clients, technicians, and managerial staff.

Providing leadership, training, coaching, and guidance to junior staff.

Ensuring solutions meet business needs and requirements.

Prioritizing initiatives based on business needs and requirements.

Monitoring deliverables and ensuring timely completion of projects.

Respond to customer queries in a timely and accurate way, via phone, email or chat

Identify customer needs and help customers use specific features

Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)

Update our internal databases with information about technical issues and useful discussions with customers

Share feature requests and effective workarounds with team members

Inform customers about new features and functionalities

Follow up with customers to ensure their technical issues are resolved

Gather customer feedback and share with our Product, Sales and Marketing teams

REQUIREMENTS FOR FRESHERS/EXPERIENCED:

✓ A bachelor’s degree in English, computer applications, business or related field or an MBA.

✓ Excellent communication skills and neutral accent.

✓ Confidence to communicate with American customers by email and calls.

✓ Excellent analytical and logical skills.

✓ Proficiency in Microsoft applications including Word, Excel, and Outlook.

✓ A track record of following through on commitments.

✓ Excellent planning, organizational, and time management skills.

✓ Candidates ready to do night shifts(California morning time) only need apply

✓ Work from home only; no relocation involved.

COMPENSATION PACKAGE: 4.2 lakhs to 5.4 lakhs post training, depending on performance, experience and other factors.

During the training period, the stipend will be INR 25,000-30,000 depending on skills, experience and competence.

Interested candidates can send a one minute long audio clip to hr_india@sievanetworks2.com ccing hrishikesh@sievanetworks2.com and sapna@sievanetworks2.com and enter the contact details in the form below: https://docs.google.com/forms/d/1bDSsU3maw- rFq835noBxB6yCVu0K_u68XrTcMuaaZeI/viewform?edit_requested=true

Job Types: Full-time, Regular / Permanent

Salary: ₹25,000.00 – ₹45,000.00 per month

Benefits:

• Health insurance
• Provident Fund
• Work from home

Schedule:

• Night shift
• US shift

Supplemental pay types:

• Overtime pay
• Performance bonus

Application Question(s):

• Do you speak excellent English with a neutralised accent?
• Are you confident to speak to American customers over calls?

Experience:

• customer voice support: 2 years (Required)

Application Deadline: 11/03/2023
Expected Start Date: 14/03/2023