Jasna Bijoy

Jasna Bijoy

$15/hr
Customer Support -Technical, email , good communication skills,proficiency in English,written skills
Reply rate:
-
Availability:
Hourly ($/hour)
Location:
Chennai, Tamil Nadu, India
Experience:
8 years
About

Drive the delivery of a world-class customer support team

• Monitor Service Level Agreements and Time to First Response goals and report issues as they arise
• Ensure that customer cases are handled with the highest technical aptitude and customer service tone
• Triage, diagnose, and escalate customer inquiries to appropriate teams
• Coordinate, communicate, and lead cross-functional efforts around escalations and engineering needs for the client.
• Investigate product related issues trends that may arise and document the findings.
• Manage the day-to-day interactions with your customers and the team
• Lead, staff, and mentor a team of technical professionals to include setting personal growth initiatives 
• Preparing reports on team performance in terms of Quality, CSATs and other parameters
• Mentoring the team members and manages the team in the absence of the team leader.
• Responsibility like call monitoring and giving feed back to new technicians regarding the quality of the call and improving customer handling skills.
• Arranges training sessions for the team for ensuring positive customer satisfaction scores
• Taking active participation in providing quality coaching and quality feedbacks
• Arranging conference calls with Level 2 support based in US and giving reports and discussing the FAQ of the floor with the KE team
• Providing real time technical solution for a leading Networking company

Languages
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