Job Description
The Global Support Representative (GSR) acts as the first point of contact for Symantec Enterprise Customers seeking technical support. Answering incoming phone calls from around the world, each representative is responsible for routing them correctly based on the customer request and provide low level support by answering basic technical and general questions for the customer. The GSR is in place to provide first level quality customer service, resulting in 100% customer satisfaction the ‘very first time around’.
Responsibilities mainly include answering incoming calls and emails from Enterprise (business-to-business) customers, quickly establishing customer requirements and thereby advising the customer on the best solution to their issue. Each representative takes responsibility towards specific language queues and adheres to defined service level agreements. Where appropriate, customers are routed to the relevant departments. A strong focus lies on filtering incoming calls to Enterprise Technical Support, depending on the customer’s technical support entitlement. This also includes selling support when appropriate. In association with our sister Technical Services Centers, 24 x 7 support is provided. A wide range of procedural questions for internal and external customers are answered directly by the team, proactively following up on customer cases in order to ascertain customer satisfaction and exceeding customers’ expectations. Doing so, the team adheres to process documentation to ensure consistency and quality. All representatives proactively share knowledge and disseminate information to team members on a local and global basis. They constantly use customer feedback to assist in improving Symantec products and procedures, as well as the team’s services and work processes.
Desired Profile
1. Graduate from any stream
2. 1 or more yrs experience in international call center preferably Inbound Calls
3. Knowledge of MS office
4. Basic of Networking, ex, N+, MCP etc
5. Good command over language (English and French or German or Spanish or Russian)
Experience 0 – 5 Years
Industry Type IT-Software/ Software Services
Functional Area ITES/BPO/KPO, Customer Service, Ops.
Location Pune
Keywords Good English and French / German / Russian / Spanish speaking candidates
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