Technical Support Associate Job In Convergys In Gurdaspur

Dimension & Scope: Provide basic technical support to client customers while working under direct supervision and following standard procedures and written instructions to accomplish assigned tasks

Assist external/internal users of the clients technical products or services by answering questions and solving problems involved in their use Typically supports IT hardware and software products Support is primarily related to external clients Limited knowledge of the organization products and/or services is required.

Respond to customer inquiries by referring them to published materials secondary sources or more senior staff if applicable Principal Duties and Responsibilities: Provide basic technical support via phone, live (chat) or e-mail by following predefined processes which identify if the technical issue can be quickly fixed or needs to be researched by a higher level technical support representative Troubleshoot simple hardware and/or software issues Assist external users of the clients technical products or services by answering questions and solving problems involved in their use Respond to basic and routine inquiries of a technical nature through case management Handle problem resolution which may require follow-up and/or escalation to a higher level of expertise.

Respond to voice mail messages from customers other parties in timely manner Make follow up outbound calls to customers, other parties as a part of case resolution process Greet customers in a courteous, friendly, and professional manner using agreed upon procedures Listen attentively to customer needs and concerns demonstrate empathy

Clarify customer requirements probe for and confirm understanding of requirements or problem Meet customer requirements through first contact resolution Confirm customer understanding of the solution and provide additional customer education as needed.

Prepare complete and accurate work and update customer file Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests Effectively transfer misdirected customer requests to an appropriate party Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity Participate in activities designed to improve customer satisfaction and business performance.

Develop broad and in-depth knowledge of client products and services

IP protocol and network experience highly desirable Basic understanding of computing technology including hardware components, data storage, operating systems, software applications, common peripheral devices, and external connectivity Sound problem solving skills with linear and logical troubleshooting skills Process knowledge, assessment, design and documentation skills Team player with strong interpersonal skills Strong oral and written communication skills Solid analytically, technical, and project management skills Must have proficiency with various software applications including Microsoft Office (Word, Excel, PowerPoint, Outlook) Skilled in multi-tasking Ability to work independently with minimal supervision An ability to remain calm under pressure and work in a concise, clear and focused manner Demonstrated ability to work with a team Able to work a 24 hour, 7 day rotation schedule if required Environment, Physical & Other Requirements: Ability to perform light hand activity work at a computer/telephone station in an office environment Position is primarily sedentary May stretch or stand at workstation for short periods at employees option, as long as such activity does not detract from the employees work, or interfere with other employees.



The above statements are intended to describe the general nature and level of work being performed by people assigned to this job They are not intended to be an exhaustive list of all responsibilities, duties and skills required of personnel so classified

Attend training sessions on new products and/or updates ad required Education & Professional Certifications: High school diploma or equivalent experience Associates Degree in related technical discipline, or equivalent experience.

External hire with zero to one year relevant experience One or more technical certifications: i.e., Cisco Certified Design Professional (CCDP), Cisco Certified Network Professional, Cisco Certified Network Associate (CCNA), Microsoft Certified Systems Administrator or equivalent vendor certification, CompTIA A+ Certification and/or CompTIA Network+ Certification and/or, other related technical certification desirable. Candidate Profile: Strong technical knowledge in one of the following: software, hardware, and networking, particularly troubleshooting, repair, sales, etc.

Convergys is looking for Any Graduate profile candidates.

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Convergys Corporation is a corporation based in Cincinnati, Ohio, that sells customer management and information management products, primarily to large corporations. Customer management products include agent assisted, self-service and care software tailored to the communications, financial services, technology, retail, healthcare and government markets. Information management provides convergent billing and business support system (BSS) products and services including revenue management, product and order management, and customer care management to telecom, utilities, and cable/satellite/broadband service providers. They have approximately 125,000 employees across 31 countries.