MCTIP / MCSE Tech Support Agents, Karachi - Promosoft Pakistan

Direct Interaction with customers located in the USA/UK / remote connection/chat support as the first face to the customer (Inbound) for everyday PC performance issues relating from optimization, registry cleaning, privacy and security issues, anti-virus and spyware issues.

Handle troubleshooting queries regarding computers, laptops, operating systems and computer hardware update customers on latest information on products or services.

Managing and updating customer database based on the troubleshooting performed on the session.

Up-sell appropriate products during the course of the chat
This can be related to any computer/peripherals related software

Achieve chat Quality requirements as outlined via Call Monitoring Guidelines

Achieve Productivity requirements and performance delivery as outlined via Operation scorecard Handling/Managing irate customers and directing them as per the refund/charge back policy as and when requested.

Participate in performance improvement task forces as needed and look at continuously raising the bar for Customer satisfaction.

Demonstrated flexibility and contributions to creating a team environment

Continual enhancement of ones performance

Adherence to all company policy and procedures. Demonstrate a high degree of integrity in the performance of ones responsibilities.

Person is expected to treat all information related to our customer database and business line with strict confidence.

Ensuring customer is advised appropriately, regulations and disclaimers are given as per the process guidelines.

They will also be responsible for handling customers post registration technical queries, providing post-sale customer service AND to engage and interact with the customer management team responsible for servicing and selling additional plans and products or services to current customers.

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