Job description
For Email/chat Support
Type of Requirement: – E-Mail Support/Chat Support (Excellent Written & Verbal Communication is a must).
Designation: Senior Analyst (Chat Analyst/ Email Analyst)
Required Work Experience:
Good fluency of the English language, both written and spoken.
Driven to deliver an excellent customer experience through resolutions and adherence to response times.
Experience: Overall Experience- 2years II Email Experience-1+ years.
Skill set Required:-
*Excellent English Written Communication Skills. (MUST HAVE) :
*Strong E-Mail Writing Skills with focus on Customer Service.
*Solving Customer Queries Via E-Mail and Chat.
Job Description :
Troubleshoot and resolve simple/medium/complex Ad Serving issues over email provide accurate resolutions
Ensure all individual metric goals set are met (ex CSAT, TRT (Total Resolution Time) )..etc
Escalating the issues in a timely manner and work at a fast pace
Investigate and follow-up appropriately, or make judgments and escalate when necessary
Skill requirement
Technical :
Basic understanding of HTML, Javascript & CSS, Web page behavior, Digital Ads behavior.
Knowledge of Technical Troubleshoot
Strong analytical skills
Communication :
(Proficient in English writing and speaking skills),
Customer Service :
Should display skills such as empathy, ownership, sincerity when dealing with Customer requirements
Ability to work with individuals, companies and large clients
Should will to work in Night Shift
Nice to have:
Previous experience in tech-support or tools/applications development domains will be an advantage
Preferred experience in ad serving platforms (DFA, Sizmek, Ad Tech, Adobe, Zedo, Omniture,, etc)
Experience in Digital Marketing and Campaign Management is an advantage but not a must have
Interact with clients to execute campaigns, help in campaign performance inquiries, reporting, forecasting etc.
Good spontaneous chat etiquettes.
Time and Venue :
31st August – 1st September , 10.00 AM – 5.00 PM
Advance Business Hub, An Ascendas It Park H-08, Phase 2, HITEC City, Hyderabad, Telangana 500081 ( FOR Email Support & Chat Analyst) HCL Tech – H01B – P2 – Phoenix Infocity Pvt. Ltd SEZ, Hitec City-2 Hyderabad, India 500081 ( FOR Customer Support ).
