Technical Support Consultant – Video

About The Job:

• Deliver first time resolution by handling customer requests and resolving customers 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.

Essential Job Functions:

• Deliver first time resolution by handling customer requests and resolving customers 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 issues 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 theyre 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.
• General knowledge of *** DME products.
• Advanced knowledge of at least 1 product is a plus.

How to Apply: Interested candidates are encouraged to respond/submit their updated resumes and for additional job opportunities please visit Jobs In India VARITE .

Unlock Rewards: Refer Candidates and Earn.

If youre not available or interested in this opportunity please pass this along to anyone in your network who might be a good fit and interested in our open positions. VARITE offers a Candidate Referral program where youll receive a one-time referral bonus based on the following scale if the preferred candidate completes a three-month assignment with VARITE.

Experience Level Bonus Referral:

• 0-2 years INR 5000
• 2-6 years INR 7500
• 6 years INR 10000

About VARITE: VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA UK CANADA and INDIA. VARITE is currently a primary and direct vendor to the leading corporations in the verticals of Networking Cloud Infrastructure Hardware and Software Digital Marketing and Media Solutions Clinical Diagnostics Utilities Gaming and Entertainment and Financial Services.

Equal Opportunity Employer:

VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race color religion sex sexual orientation gender identity or expression national origin age marital status veteran status or disability status.