Careers

Support Type: Non-Voice
Job Location: Hyderabad, Andhra Pradesh, India
Employment Status: Full Time

Position objective:

• As Technical Support Associate, you are expected to address customer challenges and queries through chat support and ensure effective resolution to the challenges the customer encounters
• Ensure customer satisfaction and quality parameters are met for the resolutions provided
• Ensure that you delight customers and help in retention by providing customer experience that would enhance stakeholder's value

Roles & Responsibilities

• Effectively address customer queries by understanding challenges faced by the customer
• Ensure you meet set process for addressing customer queries
• Understand customer expectation clearly through effective probing
• Document reasons for customer dissatisfaction for all the queries and the challenges faced
• Understand and upgrade product and process knowledge to meet required standards of customer resolution on an ongoing basis
• Set high levels of performance standards for the given process/account
• Ensure you understand expected performance standards and metrics to be achieved for a given process/account
• Look for areas of improvement in the process and provide insights to your Supervisors to enhance customer delight
• Follow the learning management process to remain current and updated on required skills and knowledge required for the position
• Learn, help and support fellow members in the team in meeting desired performance standards for a given process/account
• Bring right attitude to the work place that complements and enhances the work culture
• Always Think like a winner
  

Required Knowledge

Basic understanding on:

• Computer Operating Skills – File/Memory/Keyboard Management, Installing and uninstalling software, basic troubleshooting, keyboard shortcuts.
• Operating System – Knowledge of hardware – RAM, HDD, devices. Knowledge of OS – Mac or Windows. Control Panel and basic hardware troubleshooting.
• Internet Concepts – Knowledge of IP, DNS. Search Management. Internet and browser understanding and basic troubleshooting.

Skills

• Communication Skills – Moderate to High
• Written English – Grammar correct
• Typing Speed – above 25 wpm>

Desired Behavior

• High commitment
• Ability to learn
• New ways of thinking and doing
• Adaptive to team and organization
• Open for feedback and learning
• Proactive and high energy

Academic Qualifications: Undergraduate and above in any stream.
Years of Experience: 0 - 4 years working experience desired
Type of Experience: BPO experience will be a plus, freshers are also eligible.

Interested candidates may forward their resumes to careers@knoahindia.com

Support Type: Voice
Job Location: Hyderabad, Andhra Pradesh,India
Employment Status: Full Time

Position objective:

• As Technical Support Associate, you are expected to address customer challenges and queries through voice support and ensure effective resolution to the challenges the customer encounters
• Ensure customer satisfaction and quality parameters are met for the resolutions provided
• Ensure that you delight customers and help in retention by providing customer experience that would enhance stakeholders value

Roles & Responsibilities

• Effectively address customer queries by understanding challenges faced by the customer
• Ensure you meet set process for addressing customer queries
• Understand customer expectation clearly through effective probing
• Document reasons for customer dissatisfaction for all the queries and the challenges faced
• Understand and upgrade product and process knowledge to meet required standards of customer resolution on an ongoing basis
• Set high levels of performance standards for the given process/account
• Ensure you understand expected performance standards and metrics to be achieved for a given process/account
• Look for areas of improvement in the process and provide insights to your Supervisors to enhance customer delight
• Follow the learning management process to remain current and updated on required skills and knowledge required for the position
• Learn, help and support fellow members in the team in meeting desired performance standards for a given process/account
• Bring right attitude to the work place that complements and enhances the work culture
• Always Think like a winner

Required Knowledge

Basic understanding on:

• Computer Operating Skills – File/Memory/Keyboard Management, Installing and uninstalling software, basic troubleshooting, keyboard shortcuts.
• Operating System – Knowledge of hardware – RAM, HDD, devices. Knowledge of OS – Mac or Windows. Control Panel and basic hardware troubleshooting.
• Internet Concepts – Knowledge of IP, DNS. Search Management. Internet and browser understanding and basic troubleshooting.

Skills

• Communication Skills – Moderate to High
• Written English – Grammar correct
• Typing Speed – above 25 wpm

Desired Behavior

• High commitment
• Ability to learn
• New ways of thinking and doing
• Adaptive to team and organization
• Open for feedback and learning
• Proactive and high energy

Academic Qualifications: Undergraduate and above in any stream.
Years of Experience: 0 - 4 years working experience desired
Type of Experience: BPO experience will be a plus, freshers are also eligible.

Interested candidates may forward their resumes to careers@knoahindia.com

Support Type: Semi-Voice
Job Location: Hyderabad, Andhra Pradesh, India
Employment Status: Full Time

Position objective:

• Provides technical support to internal and external customer's with principal accountability to act as a local escalation point of contact within a call center environment
• Functions as a backup to the SMEs/L2/Specialists for customer escalations and callbacks when needed
• Exercises skilled judgment to assist customers in resolving moderate to complex product issues
• Evaluates unique or complex issues and makes recommendations for resolution escalating and engaging additional support resources to meet customer obligations and ensure customer satisfaction
• Documents and communicates innovative support methods or procedures to management and colleagues to constantly deliver a uniform world class customer experience
• Acts as a liaison between customers and internal cross functional support staff to assure accurate problem interpretation and resolution
• Required to follow the standard support center operating procedures and uphold the customer support organization (CSO) standards

Responsibilities and Duties:

• Provide Level-3 (L3) support and problem resolution for all users with product issues/escalations. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases
• Evaluate documented resolutions and analyze trends for ways to prevent future problems. Communicate issues in a clear and concise manner to minimize management overhead, understanding the business impact of incidents and contributing to containing this impact
• Participate actively on different levels of support calls, working to maximize the effectiveness of the entire team
• Keep abreast of trends, developments, and practices within the wireless industry or field by participating in continuing education courses, professional organizations, and seminars, reading current literature and maintaining professional contacts

Required Knowledge:

• Experience in supporting, using, troubleshooting complex problems related to multiple Wireless/Mobile/Connected devices (e.g. Handhelds/PDAs/Smartphones/Tablets)
• Knowledgeable in current and emerging next generation wireless, Internet and radio technologies (i.e. Wireless LAN/WAN/MAN/Mobile Devices Networks) – GSM, GPRS, UMTS, EDGE, CDMA, EVDO, LTE, 3G, 4G, Wi-Fi, WiMAX, Bluetooth and other emerging mobile wireless technologies
• Possess strong computer/mobile technology proficiency including experience using PC/Mobile device Operating Systems and Applications- Windows OS, Mac OS, Nokia's Symbian, Google's Android, Apple's iOS, RIM's BlackBerry OS, Microsoft's Windows Phone, Linux, Palm/HP's WebOS, Samsung's Bada, and among many others
• Knowledgeable in portable storage devices such as ROM, RAM, Flash Drives, NV RAM, etc
• Working knowledge of the basic fundamentals of GroupWare/Email technologies- Microsoft Exchange/Lotus Domino/Novell GroupWise/POP3/IMAP/EAS/Outlook

Skills:

• Excellent written & verbal communication skills with superior customer service skills. Excellent customer support and telephone listening skills, must be able to work with large variety of users in a multi-culture environment
• Knowledge of MS Word, Excel, PowerPoint, SharePoint, Access, etc

Desired Behavior:

• Must have excellent analytical, problem solving, organizational and leadership skills with willingness to take initiative and ownership of job responsibilities
• Must be detail oriented and enjoy solving problems both imaginatively and resourcefully with strong diagnostic and troubleshooting skills
• Must be comfortable working in a highly structured, metrics focused environment
• Must be able to multi-task (listen/talk/type/analyze), be a self-starter, quick learner, with an ability to retain/communicate information quickly, and make effective decisions accurately in a very fast paced environment. technically savvy
• Must have a proven track record of autonomy, ownership and execution; identify a problem, propose a solution, and champion for the resolution
• Must be flexible, able to work all shifts and long hours as needed within the local call center

Academic Qualifications: Graduate and above in any stream.
Years of Experience: 2 - 4 years of relevant work experience

Interested candidates may forward their resumes to careers@knoahindia.com

Responsibilities and Duties:

Handle all corporate web application development activities which include:

• Websites Development
• Marketing Campaigns
• Awareness Campaigns
• Employee Polls/surveys
• Intranet
• Function supporting tools

Required Knowledge:

• PHP web application development
• DBA experience with MySQL
• Proficient in Web services / SOAP / XML
• Knowledge of (X)HTML, CSS and Javascript
• W3C standards and best practices
  

Desired Behaviour:

• Ability to translate business requirements into system design
• Ability to partner and work in a fast-paced, collaborative team environment
• Strong debugging skills and the ability to easily and quickly read and modify existing code

Academic Qualifications: Bachelor's Degree in Computer Science, CIS, or commensurate work experience
Years of Experience: 2 - 4 years of relevant work experience

Interested candidates may forward their resumes to careers@knoahindia.com