WN Infotech Private Limited is looking for Technical Support Specialist
Job Description
We are seeking a dedicated and customer-focused Live Chat Support Specialist to join our e-commerce team. This role involves providing exceptional real-time support to online customers, ensuring a seamless shopping experience, and addressing inquiries, issues, and concerns through live chat. As the first point of contact for customers, you will represent our brand, uphold service quality standards, and contribute to our business`s success by fostering positive customer relationships.
Educational Background:
Bachelor s degree in Business Administration, Communications, or a related field. (Preferred but not mandatory) Relevant certifications in customer service or e-commerce support are a plus.
Work Experience:
1 3 years of experience in a live chat or customer support role, preferably in the e-commerce industry. Proven track record of meeting or exceeding key performance metrics in a similar role.
Technical & Professional Expertise-
Proficiency in Microsoft Windows and Office Suite. Strong knowledge of computer hardware, software, and networking systems. Excellent problem-solving and troubleshooting skills. Strong customer service and communication skills. Ability to work independently and collaboratively in a team environment. Attention to detail and ability to prioritize tasks effectively.
Role & Responsibilities-
Customer Interaction: Respond promptly and professionally to incoming live chat inquiries, providing accurate information and solutions to customers. Problem Resolution: Diagnose and resolve customer issues, including product queries, order status updates, returns, and refunds, ensuring high customer satisfaction. Product Knowledge: Develop a thorough understanding of the company`s products, policies, and processes to offer comprehensive support. Upselling and Cross-Selling: Identify opportunities to recommend additional products or services based on customer needs and preferences. Customer Feedback: Collect and document customer feedback to help improve products, services, and user experience. Collaboration: Work closely with other departments, such as sales, logistics, and IT, to ensure seamless issue resolution. System Maintenance: Maintain accurate records of customer interactions in the CRM system for tracking and analysis. Performance Metrics: Meet or exceed performance targets, including response time, resolution time, and customer satisfaction scores.
Work Experience
1 to 4 Years
Level
Junior - Executive, Assistant
Job Function
Operations/Customer Service, Technical Support, Customer Service (Voice), Customer Service (Web)
Vacancies
Not Specified
Industry
IT-Software
Job Location
Noida, Gurgaon, Bangalore, Pune
Educational
Qualification
B.Sc, BCA/BCS, B.E./B.Tech
Salary
Not Specified
Key Skills
Technical Support, IT Service Desk, Remote desktop, Customer Service, Troubleshooting skills
Company Info
WN Infotech provides professional IT services, including software development, tech stack consulting, IT consulting, and cloud strategy consulting. In addition to financial services (insurance, banking, and clearinghouses), WN Infotech also serves the telecommunications, energy and utilities, and healthcare education industries.
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