Poly is hiring | Technical Support Representative | Bachelor’s degree in Mechanical/ Electrical

Position – Technical Support Representative
Poly
Location – Gurgaon, Haryana

The Technical Support Representative is the first contact for our customers with respect to all their questions regarding our products and services. The Technical Support Representative has the responsibility to manage these contacts in a very customer oriented, efficient and effective way to ensure that they are fully satisfied, and the required solutions are provided instantaneously.

Day to day tasks

Answers telephone “hot line” and written or Internet-based inquiries from customers regarding company products for the native language region and depending on language skills for customers in other regions. Analyses problems with non-functioning electro/mechanical equipment or software applications to identify problem area(s) and recommend corrective action. Recommends solutions to customer application questions. Maintains log of problems so that recurring problems can be reported to product development. Generates sales lead when appropriate from those contacts.

Discuss with customers (internal and external) technical aspects of product installation, operation and maintenance relative to sales and/or repair considerations
Handle telephone interface using judgments to deal with those, which cannot be handled at first contact and escalate and follow-up appropriately
Handle written customer communications in the form of email and web-chat in support of pre-sale and post-sale customer inquiries.
Obtain accurate customer details and amend contact-handling system when applicable
Generation of sales leads from these contacts
May, in the future, handle customer video chat interactions in support of pre-sale and post-sale customer inquiries.
Gives interface matrix listed compatibility information to customers on company released products.
May handle customer product repair invoicing and assist in preparation of customer service statistics.
Check status of repair orders per customer request.
Follow up on customer satisfaction survey
Providing excellent customer management inclusive of excellent communications, responsive follow through, and advocacy for customer issues with internal departments

Job Complexity

Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Has internal and external contacts.

Supervision

Normally receives general instructions on routine work, detailed instructions on new projects or assignments. Will be expected to work independently.

What do we expect you to bring?

Native language region/fluent other language, fluent English. Additional languages are beneficial
Bachelor’s degree or equivalent experience
A minimum of 1-2 years of related experience;
Good knowledge on Windows & MAC environment and applications
Worked in a technical support position would be a benefit;
Experience with Customer relationship management (CRM) systems
Additional technical certification is advantage

As a person you feel confident with:

Problem solving and troubleshooting skilled
Excellent understanding of operation systems
Ability to review and conduct technical articles
Ability to process and retain large amount of information
Customer Focused
Self-driven and independent and able to manage own time, goals & objective
People oriented and a team player
Strong commercial affinity
Strong communication skills, ability to build and maintain internal and external relationships
Ability to work and perform under pressure

What does Poly offer in return?

Working in one of world’s leading companies in to delivering simply smarter communication with innovative design and technology;
Technical development & career program
Smarter working;
Working in an international environment.

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