COMPANY OVERVIEW

Tech Mahindra Limited is an India-based company that provides information technology (IT) services and solutions to the global telecommunications industry. Our mission is to deliver innovative solutions that enhance customer experiences while upholding our values of integrity and excellence.

SUMMARY

Job Description
Tech Support agent is required to have good communication and organization skills, basic technical knowledge, and the ability to follow standard procedures for resolving common technical issues.

LOCATION : WORK FROM HOME

Characteristics

• Basic technical background
• Strong analytical and problem-solving skills
• Excellent written communication, verbal and listening skills
• Strong customer relation skills
• Ability to handle multiple priorities/tasks
• Fluent in English & French

Responsibilities

• Serve as the first point of contact for customers seeking technical assistance.
• Provide step-by-step instructions to help users troubleshoot and resolve common problems such as connectivity and VoIP registration issues along with configuration & equipment setup.
• Educate customers on product functionalities and troubleshooting steps to empower them to resolve common issues independently.
• Handle customer complaints and concerns with empathy and professionalism, ensuring timely resolution and customer satisfaction.
• Create, update, and manage support tickets, ensuring accurate documentation of customer issues and resolutions in the CRM (Cranium) system for future reference and analysis.
• Escalate complex technical issues to higher-level support or relevant departments for further investigation and resolution, while ensuring timely follow-up with the customer.
• Collaborate with other teams, including Network Operations, Customer Service, Devsupport and etc. to address customer issues comprehensively and ensure a seamless customer experience.
• Use knowledge base, tools and other resources to assist in problem resolution.

Job Type: Full-time
Pay: $21.00 per hour
Expected hours: 37.5 – 40 per week

Benefits:

• Dental care
• Extended health care
• Paid time off
• Work from home

Experience:

• Technical support: 1 year (preferred)

Language:

• French (required)
• English (required)

• Serve as the first point of contact for customers seeking technical assistance.
• Provide step-by-step instructions to help users troubleshoot and resolve common problems such as connectivity and VoIP registration issues along with configuration & equipment setup.
• Educate customers on product functionalities and troubleshooting steps to empower them to resolve common issues independently.
• Handle customer complaints and concerns with empathy and professionalism, ensuring timely resolution and customer satisfaction.
• Create, update, and manage support tickets, ensuring accurate documentation of customer issues and resolutions in the CRM (Cranium) system for future reference and analysis.
• Escalate complex technical issues to higher-level support or relevant departments for further investigation and resolution, while ensuring timely follow-up with the customer.
• Collaborate with other teams, including Network Operations, Customer Service, Devsupport and etc. to address customer issues comprehensively and ensure a seamless customer experience.
• Use knowledge base, tools and other resources to assist in problem resolution