Job Description
Zoho
Technical Support Engineers
Full -Time
Chennai, Salem, Coimbatore, Tirunelveli, and Madurai.
We believe that software is the ultimate product of the hands and the mind. And we take pride in creating products and solutions that help solve business problems, anticipate needs, and discover opportunities to help you grow.Over the past 25 years, we've brought more than 55 products to the market. But, the R&D edge that drives this innovation isn't simple luck, it's the result of careful choice.We prefer to build things ourselves instead of growing our platform through acquisition. We invest more in customer support and product development than in sales and marketing. All that because we believe that's the best way to deliver choice and value to our customers.This kind of thinking isn't innovative. But in today's business climate, it is increasingly rare.
Any Degree
Freshers/Experienced
1. Provide voice-based support to international/domestic customers over the phone (Inbound and Outbound).
2. Build a rapport with customers with clear and confident communication.
3 Focus on customer satisfaction and first-time-resolution.
4. Engage with the technical team to provide faster resolutions to technical issues.
5. Work closely with the technical content team to identify gaps in the help module.
6. Should be willing to work night shifts.
1. Research and identify solutions to software and hardware issues
2. Diagnose and troubleshoot technical issues, including account setup and network configuration
3. Ask customers targeted questions to quickly understand the root of the problem
4. Track computer system issues through to resolution, within agreed time limits
5. Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
6. Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
7. Provide prompt and accurate feedback to customers
8. Refer to internal database or external resources to provide accurate tech solutions
9. Ensure all issues are properly logged
10. Prioritize and manage several open issues at one time
11. Follow up with clients to ensure their IT systems are fully functional after troubleshooting
12. Prepare accurate and timely reports
13. Document technical knowledge in the form of notes and manuals
14. Maintain jovial relationships with clients
Should be willing to work night shifts.
