Role Summary
Hinduja Global Solutions (HGS) is hiring a Trainee Process Consultant to join its customer technical support operations. In this role, you will leverage customer service skills and technical product knowledge to troubleshoot consumer electronics, operating systems, and networking issues. Operating in a fast-paced environment, you will log customer tickets into internal CRM systems, resolve inquiries efficiently, and deliver high customer satisfaction scores.
Key Responsibilities
- Customer Troubleshooting: Engage customers in a conversational manner to investigate, troubleshoot, and resolve technical issues regarding hardware, software, and networking.
- CRM Case Management: Accurately document all customer interactions, troubleshooting steps, and case details within internal CRM systems.
- Multitasking & Navigation: Effortlessly navigate internal knowledge bases and support systems while maintaining active communication with callers.
- Conflict Resolution: Exercise tact, empathy, and sound judgment when handling frustrated or escalated customers.
- Quality & Metric Adherence: Meet operational performance targets, quality score benchmarks, and process information security standards.
Key Qualifications
- Education: Completed at least Senior High School (10+2 equivalent) or higher.
- Experience: 0 to 2 years of experience in technical support, helpdesk, or customer service roles (Freshers welcome; 6+ months experience preferred).
- Technical Competency: Foundational understanding of consumer electronics, home Wi-Fi/networking, Windows & Mac operating systems, and computer hardware setup.
- Core Soft Skills: Excellent spoken and written English communication, active listening, strong problem-solving mindset, and high urgency.
- Shift & Work Requirement: Full flexibility to work in graveyard/night shifts, non-consecutive rest days, weekends, and holidays depending on business needs.
About Hinduja Global Solutions (HGS)
Part of the multi-billion-dollar Hinduja Group, HGS is a global provider of technology, AI, and CX business services. With over 17,000 employees across 10 countries and 23 delivery centers, HGS delivers intelligent customer experience solutions worldwide.