Walk-in Drive For Customer Support role @ Altran Gurgaon on 21st Sept

1 - 6 Years

Job Description

Hi Folks,

Altran has planned a hiring drive for Customer Support profile, for one of the highly reputed network equipment manufacturer on  21st Sept 2019 @ Gurgaon campus

Note* Candidate must have good Communication Skill

Qualification : Any Graduate

Experience: 1-8 Years

Venue- ALTRAN-Tower 5 Unitech Infospace, Central Park Resorts Rd, Central Park II, Sector 48, Gurugram, Haryana 122018

Interview Date: 21-Sept-19

Timing: 10:00 AM -2:00 PM

Job Title: TAC Access representative

Timing: Day Shift

Opening: 50+Positions

Job Overview:  
TAC Access representatives are the first point of contact for customers calling into TAC support. He/She is expected to interact with customers and identify the appropriate domain/device to guide the case for further troubleshooting with our Technical Assistance Center (TAC). Representatives are expected to have only basic technical knowledge regarding the concepts of networks and routing.

Responsibilities and Duties:

Handle incoming calls for TAC.
Ability to be analyze the problem for our customers
Contribute in our effort to reduce complexity by generating new ideas/solutions
Validation of the business impact/severity.
Validate entitlement for support.
Attain a problem description.
Determine the TAC team to route the case to and confirm with the customer the next steps in the support process.
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Utilizing software, databases, scripts, and tools appropriately

Behavior & Traits:

The candidate is expected to be a confident individual who is continuously looking to drive accurate and timely resolution and deliver a low effort customer experience. We need the candidate to be:
A great listener, ensures thorough understanding of the support request, remaining calm in stressful situations
Ability to deal with difficult customers and being able to multi-task on tool usage and taking effective notes whilst handling a customer call.
Excellent documentation skills. (Documenting interactions, collecting necessary logs etc.)
Exceptional customer service, active listening, and verbal and written communication skills, professional phone voice.
Demonstrates strong ownership of the issue and works well with other organizations taking accountability
An out of the box thinker with ability to assess each customer knowledge levels & deal with them accordingly with ability to turnaround difficult situations, ability to assess customer profiles and deal accordingly
Ability to ask probing questions and diffuse tense situations

Core Skills: 

Excellent Soft skills to build customer rapport for an effectively controlled interaction
Direct Customer Handling Experience
Excellent written & verbal communication skills in English

Good typing speed and ability to take notes while talking to the customer
Basic knowledge about Cisco/networking devices and their functionality
Basic knowledge on networking concepts such as IP address, Latency, RTT, Jitter, OSI layer model, VOIP, VPN & Firewall

HR Team

Salary: Not Disclosed by Recruiter

Industry:IT-Software / Software Services

Functional Area:IT Software - Application Programming, Maintenance

Role Category:Admin/Maintenance/Security/Datawarehousing

Role:Technical Support Engineer


Desired Candidate Profile

Please refer to the Job description above

Company Profile

Altran Technologies India Private Limited.

Created in 1982, Altran is today the European Leader in innovation consulting. Operates in 26 countries.
View Contact Details+

Recruiter Name:Lakshmi Ramya

Contact Company:Altran Technologies India Private Limited.