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Knoah addresses the growing needs of today's online businesses by providing a full range of outsourcing services for web-based customer support. With Knoah, companies can now keep pace with the flood of Internet communications that are threatening to drown internal support teams.

We currently have following positions open at our centers in Hyderabad, India and Las Vegas, US.

India  



 
  • Job Title: Technical Support Associate (Chat)

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      Support Type: Chat
      Job Location: Hyderabad, Pune

      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 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
      • Adhere to security policies with respect to do & don’t and strictly comply with current & all updated policies changes
      • Learn, help and support fellow members in the team in meeting desired performance standards for a given process/account

      Eligibility & Competency:

      • Excellent written and verbal communication skills
      • Any graduate can apply
      • Candidate with 0- 4 years experience in BPO Industry with prior Chat/Email experience
      • Knowledge on Internet/Networking/Operating System concepts and troubleshooting
      • Typing Speed – above 30 wpm
      • Should be willing to work in shifts
       
      Interested candidates may forward their resumes to careers@knoahindia.com
       
       
  • Job Title: Technical Support Associate (Voice)

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      Support Type: Voice
      Job Location: Hyderabad, Pune

      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
      • Adhere to the security policies with respect to dos & don’ts and strictly comply with current and on going updates
      • Learn, help and support fellow members in the team in meeting desired performance standards for a given process/account

      Eligibility & Competency:

      • Excellent Communication Skills
      • Any Graduate can apply
      • Undergraduates with minimum of 6 months of experience can apply
      • Candidate with 0- 4 years experience in International BPO, Voice background
      • Knowledge on Computer Operating system (Windows and Mac) and Mobile operating systems (Android)
      • Typing Speed – above 25 wpm
      • Should be willing to work in shifts
       
      Interested candidates may forward their resumes to careers@knoahindia.com
       
  • Job Title: Quality Specialist

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      Support Type: Business Quality
      Job Location: Hyderabad

      Position objective:

      • Manage overall quality of the program as per the set guidelines from the Client by constant feedback mechanism and implementing best practices across the Business Unit

      Roles & Responsibilities:

      • Evaluate the transactions by following the quality guidelines provided by the client
      • Follow the Evaluation Plan and ensure the productivity targets set by the analyst is reached
      • Identify the coaching opportunities for the agents from different sites and provide feedback
      • Analysis of information based on trends identified from the evaluations
      • Attend the internal/external calibration sessions based on the schedule prepared by the analyst

      Eligibility & Competency:

      • Good speaking and written skills
      • Listening skills
      • Logical reasoning & analytical skills
      • Understanding of QA metrics
      • Knowledge of Excel will be an added advantage
      • Should have worked as a QA in BPO for a minimum of 1 year or must have understanding of Quality role in their prior work experience
      • 24/7 shifts flexibility
       
      Interested candidates may forward their resumes to careers@knoahindia.com
       
  • Job Title: Technical Support Associate (Transcription)

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      Support Type: Transcription
      Job Location: Hyderabad
      Employment Status: Full Time

      Position objective:

      • As Back Office Process Officer, you are expected to transcribe calls related to automobiles with great accuracy
      • Ensure quality parameters are met for the transcriptions

      Roles & Responsibilities

      • Effectively address all the transcriptions inline to complete without wait time
      • Ensure you meet set process for addressing transcription pocess
      • Document reasons for difficult calls
      • Understand and upgrade product and process knowledge to meet required standards during transcribing
      • 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:

      • Transcription - The associate should be exposed to transcription or should possess knowledge on how to transcribe.
      • Zeal to give quality output during transcribing calls.

      Skills:

      • Communication Skills – Moderate to High
      • Written English – Grammar correct
      • Typing Speed – above 30 wpm
      • Should understand American Accent

      Desired Behavior:

      • High commitment Ability to learn
      • New ways of thinking and doing
      • Adaptive to team and organization
      • Open for feedback and learning
      Academic Qualifications : Undergraduate and above in any stream, except B Tech/MBA/MCA.
      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
       

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Events

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  • socap

    SOCAP

    SOCAP SYMPOSIUM 2015
    April 12-15 | Bellagio Hotel |
    Las Vegas, Nevada
    Knoah Solutions
    Booth #122

    • Chat as a Sales and Service Channel: Is It Right for You? Tuesday, April 14 | 1:45pm - 3:00pm

      Gain an in-depth perspective of chat with a clear understanding of the benefits and differences in using Live Chat, Proactive Chat and Click-To-Chat methods for your business in both a service and sales environment. Learn hands-on fundamentals of an internal and/or 3rd party chat program launch that you can take back to your organization.

  • socap

    ASQ

    ASQ 2015 Conference on
    Quality and Improvement
    May 4-6, 2015.
    Nashville, TN

    • Assessing & Benchmarking Your Customer Service Quality: TotalAssure Tuesday, May 5 12:30 p.m. – 1:00 p.m.

      Knoah will present a case study surrounding an initial gap analysis of typical pain points a company may experience surrounding customer service quality. Knoah will highlight client testimonials, KnoahsARK software and our quality program, TotalAssure QA, which combines people, process and technology as a full strategy surrounding quality. See first-hand how these tools integrate to solve the clients’ pain points.

  • ccw-new-logo

    CCW

    16th Annual Call Center Week 2015 Conference + Expo
    June 15-19, 2015
    The Mirage, Las Vegas

    Receive a 20% off event admission by using the following code: 16ccw_knoahsolutions

    • Case Study: Quality is the Cornerstone of a Great Customer Experience June 17th at 3:00 PM in track A

      Come join Ralph Barletta, EVP and Co-founder of Knoah Solutions, and a Knoah client present a case study regarding our partnership and collaboration in developing and implementing a successful TotalAssure QA quality monitoring program. We’ll show you how building the knowledge and consistency of all agents across multiple sites and multiple platforms has helped them enhanced their customer experience.