Trainee Technical Support Representative - Contract
At a glance
Junior IT Support & Helpdesk role at Side. Remote, India · contract.
Pay not stated IT Support & Helpdesk salary
remoteroles summary, based on the employer's posting.
What you'll do
- Answer customer questions through email and live chat, covering both technical and non-technical issues
- Investigate complaints, arrange fixes or adjustments, then check back to confirm the issue is resolved
- Walk customers through product features and functions, using current product knowledge to answer questions
- Coordinate with colleagues to find effective solutions for customer problems
What you bring
- At least one year of international email support experience
- Experience supporting international customers through voice, email and chat
- Strong English communication, sound reasoning and problem-solving skills
- Your own computer running Windows 8.1 or later, plus high-speed broadband
Who this fits
This junior contract role starts with a three-month term, with extensions depending on business needs and performance. You must be available for rotating shifts and weekly days off. The role is remote in Hyderabad or Bangalore; outstation candidates must be willing to relocate to either city when office work resumes.
From the employer
Trainee Technical Support Representative
Job Location - Bangalore/Hyderabad: Remote
Role Type - Contract (3 months to start with, extension depends on Business requirement and Performance)
Experience - 1 to 6 years
Mandatory Experience - 1 year of International email experience
What you'll be doing:
- Responding promptly to customer queries in a timely and accurate manner via email and/or live chat.
- Queries can be of a technical & non-technical nature.
- Acknowledging and resolving customer complaints & determining the cause of the problem, expediting correction or adjustment, and following up to ensure resolution.
- Explain and guide customers through product features and functionalities.
- Stay up to date and be thorough with product knowledge so that customer questions can be answered quickly.
- Communicating, coordinating & collaborating with team members and colleagues to provide customers with best possible solution to their problem
Requirements
What we're looking for:
- Candidates with international customer support experience in voice, email and chat.
- Candidates who can adapt to customer issues relying on product knowledge as well as their presence of mind.
- Maintain our reputation as a company that offers excellent customer service at every interaction with the customer.
- Stay focused on the quality by ensuring consistency and adherence to high standards.
- Candidate must be willing to work in any shift and shouldn't have a problem with rotational week offs.
Must have:
- Candidate must have their own computer with Windows 8.1 or above.
- Mandatory hi-speed broadband connection.
- UPS/power backup solution if possible.
- Outstation candidates should be willing to relocate to Hyderabad/Bangalore when work from office resumes.
Mandatory Skills:
- Proficient with English and have good written & verbal communication skills.
- Flexibility & availability for rotational shifts and week offs to cover hours of operations.
- Must possess logical, reasoning, and problem-solving skills.
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