Walk-in || Technical Support Executive
- Sutherland
- 0 - 4 years
- Chennai
- 3 days ago
- Email to a friend
- Report this job
Job Description
Job Description:
Customer Service Associate (CSA)
About the Role
The Customer Service Associate (CSA) is responsible for delivering high-quality, consistent, and customer-obsessed support experience through written communication channels. This role focuses on resolving customer inquiries related to account management and transactional support while maintaining accuracy, efficiency, and professionalism at scale.
The CSA demonstrates strong critical thinking, sound judgment, and a foundational understanding of cloud concepts, enabling effective interpretation of customer needs and delivery of relevant guidance.
Key Responsibilities:
Deliver timely, accurate, and high-quality responses to customer inquiries within defined service level agreements (SLAs)
Apply critical thinking and problem-solving skills to analyze customer issues and determine appropriate resolutions
Communicate clearly and professionally through written channels, ensuring a customer-centric approach
Take ownership of customer issues end-to-end, ensuring resolution and customer satisfaction
Leverage basic cloud knowledge to provide relevant guidance on customer queries
Maintain high standards of quality and accuracy while meeting productivity targets
Adhere to established processes, policies, and compliance requirements
Identify recurring issues and recommend process improvements
Escalate complex or ambiguous cases appropriately
Qualifications:
Graduate in any discipline
03 years of relevant experience in customer service or customer-facing roles
Excellent written and spoken English communication skills
Demonstrated critical thinking and analytical ability
Strong attention to detail and ability to manage tasks within timelines
Preferred Qualifications (Prior Work Experience)
Experience in email-based or written customer service environments, managing high-volume case queues
Exposure to account-related queries, billing, payments, or transactional support processes
Proven ability to analyze customer issues, identify root causes, and deliver structured, accurate resolutions
Hands-on experience with ticketing systems or CRM tools (case management platforms)
Track record of meeting or exceeding service metrics such as SLAs, productivity, quality scores, and CSAT
Experience working in a metric-driven, process-oriented environment with defined performance goals
Ability to handle ambiguous customer scenarios and make sound, customer-focused decisions
Familiarity with SOPs, knowledge bases, and workflow tools to drive consistent service delivery
Basic understanding or exposure to cloud computing concepts or technology-driven products/services
Experience collaborating with cross-functional teams to resolve customer issues
Core Competencies
Customer Obsession: Consistently prioritizes customer needs and delivers high-quality experience
Ownership: Takes responsibility for outcomes and follows through on commitments
Deliver Results: Meets or exceeds performance metrics with a focus on quality and efficiency
Critical Thinking: Analyzes problems, evaluates options, and makes sound decisions
Attention to Detail: Ensures accuracy and completeness in every interaction
Bias for Action: Acts with urgency while maintaining quality standards
Operating Model Requirements
100% dedicated to the assigned line of business (no multi-client allocation without prior approval)
Offshore delivery model with preference for India
No subcontracting without explicit written consent
Performance Metrics
Customer Satisfaction (CSAT)
Response and resolution time adherence
Quality and accuracy scores
Productivity and throughput
Escalation rates
Kindly share your resume to below
Contact Person: Parkavi HR
Contact No.9677509***.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Non VoiceRole: Technical Support - Non VoiceEmployement Type: Walk-insContact Details:
Company: SutherlandLocation(s): Chennai
Keyskills: Technical Support Customer Service Non-voice Technical Customer Support
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