HPPS (US Technical Voice Process) Job Description Template
The HPPS (US Technical Voice Process) position at Concentrix Thane involves providing high-quality technical support to US-based customers via voice. The role requires troubleshooting, problem-solving, and delivering excellent customer service to address and resolve customer issues effectively.
Responsibilities
- Provide technical support and customer service via voice for US customers.
- Troubleshoot and resolve technical issues quickly and effectively.
- Maintain detailed records of customer interactions and solutions provided.
- Follow established procedures and guidelines for technical support.
- Escalate complex issues to higher-level support teams as needed.
- Ensure customer satisfaction by delivering professional and courteous service.
Qualifications
- High school diploma or equivalent; some college preferred.
- Previous experience in a customer service or technical support role.
- Fluency in English with excellent verbal communication skills.
- Ability to work in rotating shifts, including nights and weekends.
- Strong problem-solving skills and technical aptitude.
Skills
- Customer Service
- Technical Troubleshooting
- Communication Skills
- Problem-Solving
- Windows OS
- CRM Software
- Voice Process
Frequently Asked Questions
An HPPS US Technical Voice Process professional serves as a frontline representative responsible for addressing technical issues, inquiries, and support for HPPS clients based in the US. Their primary tasks include troubleshooting hardware and software problems, guiding customers through solutions, and ensuring a seamless experience. By using voice communication, they help maintain customer satisfaction and resolve issues efficiently. Professionals in this role must possess strong communication skills, technical knowledge, and the ability to handle multiple tech-related queries effectively.
To become an HPPS US Technical Voice Process expert, individuals typically need a strong technical background and excellent communication skills. Most employers require a bachelor's degree in computer science, information technology, or a related field. Additionally, prior experience in customer support or technical roles is beneficial. Aspiring candidates should also familiarize themselves with HPPS products and services and may consider completing relevant certifications that can enhance their credentials and demonstrate proficiency in handling voice-based technical support.
The average salary for an HPPS US Technical Voice Process professional varies depending on factors such as experience, location, and the specific employer. Generally, these roles offer competitive compensation, reflecting the demand for skilled professionals who can provide technical support through voice communication. Entry-level positions may receive a lower range, while experienced professionals with advanced skills and significant technical expertise can command higher salaries. Additional benefits such as bonuses and healthcare may also be part of the compensation package.
Qualifications for an HPPS US Technical Voice Process role typically include a bachelor’s degree in a relevant field like computer science or information technology. Candidates should possess strong communication and interpersonal skills to effectively handle voice interactions. Familiarity with HPPS products and proficient technical skills to troubleshoot issues are essential. Some employers may require specific certifications that enhance technical capabilities or prior experience in a similar role, which can also be advantageous during the application process.
Success in an HPPS US Technical Voice Process career requires a combination of technical expertise and interpersonal skills. Key responsibilities include troubleshooting technical issues, providing clear communication, and delivering high-quality customer support through voice interactions. Essential skills involve technical proficiency with HPPS products, problem-solving abilities, and the capacity to manage customer expectations. Additionally, empathy, patience, and the ability to remain calm under pressure are crucial for maintaining customer satisfaction and efficiently resolving issues over the phone.