NISC Exports Services (p) Ltd

Technical Support - GCS Representative

Job Location:  Hyderabad
Job Description:  SkillSet: knowledge base, quality control, product quality, time management, customer service.

Technical Support Representatives are responsible providing customer service and technical support

to customers who contact us via telephone, e-mail, fax and online.

Primary Responsibilities:

?Answer customers? questions, both technical and service related and resolve concerns in a timely

and efficient manner (within 24 hours whenever possible) via telephone, e-mail, on-line, etc.

?Work on Customer Relations projects as necessary

?Understand products serviced and systems used

?Prioritize tasks in fast-paced environment

?Early Morning and weekend shifts may be required

?Deep understanding of the technical environment in which EBSCO's products are used (Internet,

Web-based services, etc.)

?Advocate on behalf of customers for issues, enhancements and defects

?Act as liaison between customer and internal groups as necessary

?Ensure all customer communication and activities are logged

?Follow up with customers as necessary to ensure their issues have been resolved

?Make proactive contact with non-target customers regarding feature utilization

?Generate FAQs for our customer knowledge base

?Provide virtual training as necessary

?Provide internal training as necessary



? Graduate with a minimum of 3-4 years of experience

? 1-2 years? experience using Internet, Web-based services, etc.

? 1+ to 2 years? experience with Microsoft Office

Preferred Qualifications:

At least 2 years? experience supporting customers using web-based services.

Excellent verbal communication

Excellent written communication

Positive attitude team player

Excellent time management, multi-tasking, and proven troubleshooting skills

Library industry related experience a plus

Functional Area:  General / Other Software
Experience:  1 - 4 years
Qualification:  ("Other in Other") OR ("M.A in any field")
Salary:  3.0 Lakh to 8 Lakh INR
NISC Exports Services (p) Ltd
Job Ad publication date: 19 Jan 2021