We are seeking motivated and customer-focused professionals to join our Outbound Voice Team as Technical Support Agents. In this role, you will proactively contact customers who have reported technical issues with our products or services. Your primary responsibility will be to diagnose concerns accurately, provide effective troubleshooting support, and ensure complete resolution while delivering an exceptional customer experience.
Key Responsibilities
- Initiate outbound calls to customers regarding reported technical issues.
- Actively listen to customer concerns and accurately identify root causes.
- Provide clear, step-by-step troubleshooting guidance in a professional manner.
- Guide customers through resolution processes, ensuring comprehension at each stage.
- Utilize internal tools, knowledge bases, and resources to efficiently resolve issues.
- Accurately document customer interactions, troubleshooting steps, and outcomes in the CRM system.
- Escalate complex or unresolved issues to appropriate internal or external teams as required.
- Conduct follow-ups to confirm issue resolution and ensure customer satisfaction.
- Adhere to company policies, compliance standards, and quality benchmarks at all times.
Qualifications & Requirements
- Excellent verbal and written communication skills.
- Strong analytical and problem-solving abilities with keen attention to detail.
- Ability to remain composed, empathetic, and patient when handling escalations.
- Strong technical aptitude with the ability to quickly learn new technologies and tools.
- Prior experience in technical support or customer service is preferred.
- Familiarity with CRM systems and call center technologies is an advantage.
- High school diploma or equivalent required; additional technical certifications are a plus.
- Bachelor’s degree in any discipline preferred.
About eClerx
Founded in 2000, eClerx is a global leader in productized services, combining people, technology, and domain expertise to deliver measurable business outcomes. The company partners with leading organizations across financial services, telecommunications, retail, and high-tech industries to optimize operations, enhance efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is committed to innovation, smart automation, and data-driven insights while fostering a culture that nurtures talent and professional development.
eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other legally protected characteristic in accordance with applicable laws.
Benefits
- Health Insurance
- Life Insurance
- Provident Fund
- Paid Time Off
- Paid Sick Leave
- Cell Phone Reimbursement
- Commuter Assistance
Job Type: Full-time
Pay: ₹20,000.00 - ₹23,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Paid sick time
- Paid time off
- Provident Fund
Work Location: In person
