Analyst

eClerx is hiring motivated individuals for its Outbound Voice Team as Technical Support Agents. The selected candidates will be responsible for contacting customers who have reported technical issues with the company's products or services.

The role involves understanding customer concerns, diagnosing technical problems, guiding customers through troubleshooting procedures, and providing effective solutions.

Candidates will use technical tools and resources to investigate issues, maintain accurate customer records, and ensure customer satisfaction through timely follow-ups.

Key Responsibilities

Make outbound calls to customers regarding reported technical issues.

Listen carefully to customer concerns and identify the root cause of problems.

Provide clear instructions for resolving technical issues.

Guide customers through step-by-step troubleshooting procedures.

Use technical tools and resources to diagnose and resolve problems.

Record customer interactions, troubleshooting steps, and resolutions in the database.

Escalate unresolved issues to the appropriate internal or external teams.

Follow up with customers to confirm issue resolution and satisfaction.

Maintain professional communication and follow company policies.

Education

Bachelor's Degree in any discipline is preferred.

High School Diploma or equivalent is required.

Additional technical certifications are an advantage.

Required Skills

Excellent Verbal Communication

Written Communication

Technical Troubleshooting

Customer Support

Problem-Solving

Active Listening

Root Cause Analysis

Outbound Calling

Customer Relationship Management (CRM)

Call Handling

Technical Aptitude

Attention to Detail

Customer Satisfaction

Preferred Skills

Previous experience in Technical Support.

Customer Service Experience.

Familiarity with CRM Software.

Knowledge of Call Centre Technologies.

Ability to learn new technologies quickly.