Tech Support Engineer

Job Description

Title: Tech Support Engineer

Company Name: Xerone IT

Vacancy: 02

Age: 18 to 30 years

Job Location: Rajshahi (Rajshahi Sadar)

Salary: Tk. 12000 - 24000 (Monthly)

Experience:

• At least 2 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service

• Bachelor/Honors

• At least 2 years
• The applicants should have experience in the following business area(s): Software Company, IT Enabled Service

• Age 18 to 30 years

• Customer Support:

• Respond promptly to customer inquiries through live chat.

• Provide accurate information and resolve customer issues efficiently.

• Handle multiple chat sessions simultaneously while maintaining high-quality service.

• Problem Solving:

• Diagnose and troubleshoot customer problems.

• Escalate complex issues to higher-level support or relevant departments when necessary.

• Follow up on unresolved issues to ensure customer satisfaction.

• Communication:

• Maintain a professional and friendly tone in all interactions.

• Communicate complex information clearly and concisely.

• Customer Relationship Management:

• Build rapport with customers to enhance their experience.

• Understand and address customer needs and concerns.

• Provide personalized solutions and recommendations.

• Documentation and Reporting:

• Document chat interactions and resolutions accurately in the system.

• Maintain records of customer interactions for future reference.

• Generate reports on common issues, customer feedback, and chat metrics.

• Product Knowledge:

• Stay updated on the company`s products, services, and policies.

• Provide detailed information about product features, usage, and benefits.

• Inform customers about promotions, upgrades, and new offerings.

• Team Collaboration:

• Collaborate with team members to share knowledge and best practices.

• Participate in team meetings and training sessions.

• Provide feedback to improve support processes and customer service.

• Technical Proficiency:

• Troubleshoot basic technical issues related to chat platforms.

• Assist customers with navigating the company`s website or using online services.

• Sales Support :

• Assist customers with purchasing decisions and completing transactions.

• Upsell or cross-sell products and services based on customer needs.

• Process orders, returns, and refunds as required.

• Weekly 2 holidays,Tour allowance,Over time allowance,Performance bonus
• Lunch Facilities: Full Subsidize
• Salary Review: Yearly