Product Support Specialist - Chennai - ADP

Key Responsibilities :

• Provide technical support to our customers by answering telephone calls (primarily) and replying to emails in line with service level agreements and departmental metrics, which includes, resolution time with a focus on high quality, accuracy and customer satisfaction
• Document all activities and communication with customers and update cases in order to track progress with each open incident
• Meet / exceed departmental goals on case management, phone and email response time and customer satisfaction scores
• Analyze and clarify customer queries through troubleshooting and researching existing knowledgebase articles / known issues
• Review cases for technical complexity and make recommendations to team members with regards escalation according to departmental best practice
• Use and create knowledgebase articles in line with our best practice based on new product information, support incidents and/or common / critical issues
• Adhere to the best practices for Technical Support Services
• Active participation in team and departmental meetings by providing feedback on day to day activities and suggest recommendations for improvement.

Requirements :

• 2 years of experience in a technical support role in an inbound contact centre supporting international customers
• Knowledge of Hardware, Networking and Operating systems
• Knowledge of SQL 2000 / SQL 2005
• Excellent communication skills with a neutral accent and clear enunciation
• Ability to work both independently and as a team player with a positive attitude
• Quick adaptability with an openness to learn and develop
• Excellent logical and problem solving skills
• Customer focus
• Willingness to work in UK shifts and follow UK holidays.
• A Bachelors Degree (preferably from computer science background).