Job Description: Outbound Voice – Analyst
We are seeking motivated individuals to join our Outbound Voice Team as Technical Support Agents. In this role, you will be responsible for making outbound calls to customers who have reported technical issues with our products or services. Your primary objective will be to troubleshoot the reported problems and provide effective solutions to resolve them.
Key Responsibilities:
- Make outbound calls to customers to address reported technical issues.
- Listen actively to customers' concerns and accurately diagnose the root cause of the problem.
- Provide clear and concise instructions to customers on troubleshooting steps.
- Guide customers through troubleshooting processes, ensuring they understand each step.
- Utilize various tools and resources to identify and resolve technical issues efficiently.
- Document all interactions and resolutions accurately in the customer database.
- Escalate unresolved issues to appropriate internal/external teams for further investigation.
- Follow up to ensure that their technical issues have been fully resolved and they are satisfied with the outcome.
- Adhere to company policies and procedures at all times.
Requirements:
- Excellent communication skills, both verbal and written.
- Strong problem-solving abilities and attention to detail.
- Ability to remain calm and patient when dealing with frustrated customers.
- Technical aptitude and ability to quickly learn and understand new technologies.
- Previous experience in a technical support or customer service role is preferred.
- Familiarity with CRM software and call center technology is a plus.
- High school diploma or equivalent; additional technical certifications are a bonus.
Education: Bachelor's degree in any field is preferred.
Skills Required
- Excellent verbal and written communication skills
- Strong problem-solving abilities and attention to detail
- Ability to remain calm and patient when handling frustrated customers
- Technical aptitude and ability to learn new technologies quickly
- Previous technical support or customer service experience
- Familiarity with CRM software and call center technology
- High school diploma or equivalent
- Additional technical certifications
- Bachelor's degree in any field
eClerx LLC Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about eClerx LLC and has not been reviewed or approved by eClerx LLC.
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Healthcare Strength — Feedback suggests U.S. employees have access to medical, dental, and vision coverage, with HSA/FSA options and life insurance included. An Employee Assistance Program also appears in the public benefits profile supporting wellbeing.
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Retirement Support — Feedback suggests a 401(k) is part of the U.S. package, with some mentions of an employer match. Retirement provision is consistently cited across company profiles and listings.
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Leave & Time Off Breadth — Feedback suggests paid holidays, sick leave, and PTO are part of the offering, alongside parental leave. Parental leave is also highlighted in public benefits profiles.
eClerx LLC Insights
What We Do
eClerx provides business process management, automation and analytics services to a number of Fortune 2000 enterprises, including some of the world's leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies. Incorporated in 2000, eClerx is today traded on both the Bombay and National Stock Exchanges of India. The firm employs 16,000+ people across Australia, Canada, Germany, India, Italy, Netherlands, Philippines, Singapore, Thailand, UK, and the USA.
