Client Services Associate-II ,Chennai,Exp 3-8yrs

---------- Forwarded message ----------
From: Global English 
Date: Wed, Mar 21, 2012 at 18:37
Subject: Client Services Associate-II ,Chennai,Exp 3-8yrs
To: gsaminath@gmail.com

The sender of this email is registered with Naukri.com as Global English

Experience required for the Job: 3 - 10 years Annual Salary of the Job: 0.0 - 0.0 Lacs Job Location: Chennai Apply Now(Send your Naukri profile to express interest to the recruiter) Dear Candidate, Hi, Greetings from Globalenglish!!! We are looking for excellent Client Services Associate-II Looking for who can join immediately or within a month Company Profile: http://www.globalenglish.com/ Job Location : Chennai Role: Client Services Associate-II Summary GlobalEnglish Client Services Associate-II (or Specialist) will play a critical role in the delivery of world-class client support. CSA - II will be assigned to help regional sales teams with operational needs of local and global clients. The CSA - II will also be responsible for responding to technical and non-technical customer queries in their native language and English. The success of the CSA - II will be measured in terms of customer satisfaction and efficiencies created within the regional sales team they support. Job Description * Provide technical and functional leadership for the GlobalEnglish Customer Support team at the Chennai site. * Respond to requests and queries from customers using GlobalEnglish products/services in English (and other languages) while ensuring Customer Satisfaction. Manage and answer Internet-based inquiries from customers in native language or English, mostly via email. * Analyze problems regarding non-functioning software and recommend corrective action. Recommend solutions to customer"s application questions. * Develop strong working relationships with cross-functional teams across GlobalEnglish. * Coordinate action of various departments within the company to ensure that customers are supported and their needs are handled appropriately and in a timely manner. * Develop and maintain deep technical expertise in GlobalEnglish's continually improving product suite. * Research, document, and escalate cases according to procedure. * Champion customer driven feedback to functional areas in order to influence process/product improvements. * Develop positive customer and cultural relations. Actively participate in job related training. * Author technical documents on common issues and solutions in order to build the knowledge base. Also assist in the translations of these documents to required support language. * Interview candidates and assist with hiring decisions for the Client Services team. * Conduct Technical Tests for existing and prospective customers. Collaborate with Account Management team members on resolution of account-level technical issues, including downloading of GE Components and other downloads required for proper service operation on customer personal computers. * Assistance with technical testing and issue resolution, such as those related to firewalls or Adobe Flash or Breeze or our GlobalEnglish Products/Services may also be necessary. * Must have an understanding of networking, TCP/IP, DHCP, DNS, wireless networks, wireless router configuration, VPN * Must be able to troubleshoot software problems and provide quick and effective solutions to resolve issues. * Conduct all customer interactions in a manner that presents GlobalEnglish in a positive light. * Assist in the translation, maintenance, and updating of technical documentation associated with the product line. * Manage escalations and provide information back to Account Management team on issue status and resolution. Qualifications * 2 to 4 years of equivalent work experience in a fast-paced environment. * Team leadership skills. * Excellent computer skills and familiarity with the Internet and SaaS business model. * Proficient with Windows Operating system, Microsoft Excel, Word, Power Point, and Outlook. * Familiar with multiple web browsers (IE, Firefox, Safari, Chrome) and desktop environments (Windows/Mac). * Proven Technical aptitude. Experience or knowledge in software applications along with experience using the Internet and web-based solutions. * Strong hands-on working experience in standard CRM tools, screen-sharing, effective communication, software quality assurance tools and collaboration tools. * Superior customer service skills with experience in handling difficult customer situations. Ability to manage multiple projects, set priorities, work independently with changing priorities, and perform under pressure. * Ability to work with sensitive and confidential material and possess excellent judgment. Ability to acquire and apply new technical knowledge quickly. * Strong Troubleshooting and analytical skills to be able to isolate technical issues for resolution or escalation. * Strong networking and protocol knowledge: SMTP, DNS, FTP, SSH, TCP/IP, RMTP. Candidate should be comfortable explaining and using all of these protocols. Should have strong TCP/IP networking backgrounds with a strong understanding of switches, routers, firewalls and subnetting; with fundamental understanding of proxy servers and settings. Strong organizational, time management and prioritization skills along with strong written and verbal communication skills Thanks & Regards, Hanumantha Rao Talent Acquisition Coordinator 988.433.8674 GlobalEnglish India 9th Floor | Exotica Building | No: 24 | Venkatnarayana Road | T.Nagar | Chennai - 600 017 World Headquarters: 8000 Marina Boulevard | Suite 810 | Brisbane | CA 94005 | USA http://www.globalenglish.com/

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