We are seeking enthusiastic and customer-focused Semi Technical Customer Support to join our growing team in Pune and Noida. The ideal candidate should be comfortable handling high-paced, high-volume customer support environment, resolving customer concerns efficiently, and delivering an exceptional customer experience while meeting defined service level standards.
Candidates should possess strong communication and problem-solving skills, demonstrate the ability to work under pressure, and willing to work in night shifts. 100% work from office.
Key Responsibilities
- Handle inbound and outbound customer interactions through voice support channels.
- Manage calls in high-paced semi technical environment while maintaining high service quality standards.
- Resolve customer queries, complaints, and technical issues within defined timelines.
- Diagnose and troubleshoot basic to intermediate technical issues using knowledge base.
- Provide accurate information and effective solutions to customers.
- Document customer interactions, resolutions, and follow-up actions in relevant ticketing tool.
- Escalate unresolved issues to appropriate teams as per process guidelines.
- Collaborate with internal stakeholders to ensure timely issue resolution.
- Maintain professionalism and customer empathy during all interactions.
- Adhere to company policies, compliance requirements, and operational procedures.
- Required to work on Indian holidays
Key Performance Metrics (SLAs)
The associate will be expected to consistently meet or exceed established performance targets related to:
- AHT (Average Handle Time)
- CCR (CSAT)
- FCR (First Call Resolution)
- Quality Score
- Schedule Adherence and Attendance
Required Skills
- Excellent verbal and written communication skills in English.
- Strong customer service and problem-solving abilities.
- Ability to work in a fast-paced and high-pressure environment.
- Comfortable handling 40-50 calls throughout the shift.
- Good listening, analytical, and troubleshooting skills.
- Basic computer knowledge and proficiency in using CRM/ticketing tools.
- Ability to multitask and adapt quickly to changing business requirements.
- Positive attitude and willingness to learn.
- Should have basic typing skills.
Please call HR Garima for Interview – 7982850176
or share your resume – GB00742132@techmahindra.com
Company Profile
Tech Mahindra Business Services is a subsidiary of Tech Mahindra which is a part of the Mahindra Group. Tech Mahindra is a USD 4.9 billion company with 131,500+ professionals across 90 countries, helping 946 global customers including Fortune 500 companies. Their Business Process Outsourcing arm is called Tech Mahindra Business Process Services which provides Next Gen Digital Customer Experience & Back Office services across industries, which include Communication, Media & Entertainment, Retail & CPG, Healthcare & Life Science, Banking & Financial Services, Transport, Hospitality & Logistics and Manufacturing & Utilities.
