it jobs for freshers in chennai 2013 november
Product Support Analyst freshers jobs in chennai 2013 - JREQ011100
Description
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Position: Product Support Analyst
As a product support analyst, the candidate must be able to resolve customer queries on phone, chat and email.
Essential Responsibilities:
▫ Receive and provide written/voice/chat support to customer inquiries utilizing the Customer Relationship Management (CRM) system, ensuring that customer inquiries are handled correctly and efficiently, in support of current Service Level Agreements and Key Performance Indicators, and in conjunction with GCS policies and procedures
▫ Maintain a productive case load in support of the overall production requirements
▫ Achieve quality and efficiency improvements by enhancing the consistency of the customer experience
▫ Maintain an acceptable ratio of aged cases, initiating follow up as needed
▫ Efficiently resolve customer problems and/or questions related to Thomson Reuters ResearchSoft products and services
▫ Process all customer inquiries in a professional, accurate, courteous and timely manner
▫ Identify customer trends due to reoccurring issues and escalate as appropriate
▫ Complete and demonstrate a progressive understanding of the ResearchSoft Customer Technical Support training requirements as identified by supervisor/manager
▫ Assume ownership of customer inquiries until resolution is provided to the customer's satisfaction
▫ Replicate customer's technical/product issues in order to provide appropriate steps for resolution
▫ Interpret and analyze customer needs to resolve inquiries and improve product utilization
▫ Search internal Knowledge Management database and select appropriate solutions to resolve customer inquiries
▫ Interact and work collaboratively with internal support teams in a professional and tactful manner to resolve customer inquiries
▫ Provide internal referral groups with thorough and accurate descriptions of customer issues
▫ Integrate feedback provided by supervision into standard work practices
▫ Continue to develop technical knowledge by monitoring computer and information industry trends, taking internal courses and attending scheduled product training
▫ Undertake other reasonable duties as requested by supervisor/manager
REQUIRED Skills and Experience
▫ 0 -2 years of experience in a Contact Center or Support Desk environment
▫ Demonstrated customer and/or technical support experience
▫ Experience with Contact Center Operations and CRM functionality
▫ Excellent written, interpersonal communication and problem solving skills
▫ Ability to distill and communicate, both in verbal and written form, business and/or technical information in terms that are easily understood by staff and customers
▫ A good team player with the ability to work on own their initiative with minimal direct supervision
▫ Organized and detail oriented, with the ability to multi-task in a diverse and matrix environment
▫ Demonstrated ability to meet departmental deadlines and organizational goals using effective organization and planning skills
▫ In-depth knowledge of database searching and analysis functions, file management, electronic publishing, the literature scholarly and research process
▫ Knowledge of database design and content, hardware and software applications, electronic product delivery systems and emerging technology products
▫ Service oriented, with the ability to provide empathetic customer support within policy guidelines and established procedures
▫ Ability to meet deadlines
▫ Knowledge of production systems and processes
Qualifications
Education / Certifications
▫ Bachelor's degree or equivalent required, in Science Discipline, Information, Library or Computer Sciences
At Thomson Reuters, we believe what we do matters. We are passionate about our work, inspired by the impact it has on our business and our customers. As a team, we believe in winning as one - collaborating to reach shared goals, and developing through challenging and meaningful experiences. With over 60,000 employees in more than 100 countries, we work flexibly across boundaries and realize innovations that help shape industries around the world. Making this happen is a dynamic, evolving process, and we count on each employee to be a catalyst in driving our performance - and their own.
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
Intrigued by a challenge as large and fascinating as the world itself? Come join us.
To learn more about what we offer, please visit careers.thomsonreuters.com.
More information about Thomson Reuters can be found on thomsonreuters.com.
Job: Customer Service & Support Family Group
Primary Location: India-Tamil Nadu-Chennai-IND-Chennai-Acroplis
Organization: IP & Science Finance
Schedule: Full-time
Education Level: None
Job Type: Standard
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