Technical Support Executive - Voice / Blended

About Atria Convergence Technologies Ltd:

ACT (Atria Convergence Technologies Ltd.) was born out of a vision to become the most admired in home entertainment, education, and interactive services provider in India. Today, we are closer than ever to realizing it. Based in Bangalore, we serve a number of cities and towns in Karnataka, Andhra Pradesh, Telangana, Tamil Nadu, Delhi, Rajasthan, Uttar Pradesh and Gujarat. We are one of the country’s most renowned cable and broadband company, bringing state-of the art services to more than 3 million happy homes (Fibernet, Digital TV, HDTV). We offer broadband on optic fiber and our Fiber-To-The Home technology can carry vast amount of information at speeds up to 1 Gbps. We are one of the leading ISPs in the wired broadband category, and the largest non-telco ISP in the country.

Role: Executive/Senior Executive – THD - Customer Service 

Purpose of the role:

Role is to drive high performance customer service by ensuring the desired level of productivity, call quality, SME skills, resolution providing skills are as per the organizations required norms. Will be responsible for resolution of technical complaints.

Role & Responsibilities:

• To provide customer satisfaction on every call
• To ensure closure of the ticket within the prescribed TAT
• To provide speedy resolution
• Willingness to work in rotational offs & rotational Shifts
• To resolve product or service problems by clarifying the customer's complaint
• To ensure support to all Engineers in field, sharing the configuration and responsible for internal technical support and external technical cooperation

Must have:

• Diploma in EEE, ECE or CSE / Any Graduate
• 1-3 Years of work experience in customer service or call centre background preferred
• Excellent communication and interpersonal skills  
• Age not more than 33 years  
• Work schedule: 6 days working with 1 rotational week off and rotational day shifts