Description

• Deliver first time resolution by handling customer requests and resolving customer’s technical and non-technical issues as often as possible during the first contact for assigned products on voice and chat channel.
• The Job will include handling Technical support issues for Digital Imaging *** Products (Premier Pro, After effects, Character Animator, Premier Rush Media Encoder etc.).
• Provide a professional & competent standard of online support for Global customers.
• Accurately document all customer interactions in a case tracking database, when applicable.
• Content to be logged in full written English.
• Communicate and articulate clearly with the customer (in both verbal and written communication).
• Follow-up on interactions in timely fashion.
• Demonstrate ownership and willingness to resolve issues in a timely manner.
• Ability to assess customer sentiment at all stages during the communication, to take the lead in escalating an issue on behalf of the customer and to arrange for a supervisor to mediate in the interaction if deemed necessary by you or if requested by the customer.
• Understanding of escalation handling procedures.
• Understand the issue’s business impact.
• Obtain general understanding of OS and application operations related to product usage.
• Report top call generators, severe issues, new emerging trends, feature requests and common how-to questions.
• Should forward any issues/escalations to next level of support for further resolution.
• Understand Top Issues documented by Support Product Managers to identify additional instances and support the resolution thereof.

Qualifications:

• Excellent communication (Spoken & Written).
• Typing speed of 50 WPM or above.
• Good Customer Service Skills.
• High patience and pacifying skill to handle difficult customers.
• Excellent Customer Service Skills + ability to deal handle and resolve escalated customer issues.
• Experience in troubleshooting software on Windows and /or Mac operating systems.
• Experience working in a team environment, managing a diverse workload.
• Training skills.
• Must be a Graduate (full time).
• Cultural awareness - conversational English.
• Proficient knowledge of Windows, MAC OS, and general desktop support issues & configurations.
• Proficiency in troubleshooting & using diagnostic tools & utilities Ex: Msconfig, Task manager, Event Viewer, fundamentals of networking technologies, basic internet connectivity and browser troubleshooting for wireless and wired connection.
• General cultural awareness, particularly for agents who are supporting customers in a region other than the one they’re located in (e.g. ability to detect & understand different regional accents, general knowledge of what the capital of the country is, the main cities or regions etc. to avoid having to make spelling requests to customers).
• Uses professional concepts; applies company policies and procedures to resolve a variety of issues.
• Ability to derive business intelligence from customer dashboards and product utilization metrics to enable targeted electronic client communications to cultivate future opportunities to expand clients' use of ***'s solutions

Key Skills

Education

Bachelor's degree