About
Email Support is an asynchronous communication channel used to answer ad hoc customer inquiries, difficulties, and complaints about a product or service.
One of the primary advantages of Email Support is the continuous thread of communication, which eliminates the need for the same teammate to respond to different email contacts. This results in maximum agency efficiency.
Process
Phase 1: Understand your company's needs. (Requirement Gathering)
We understand the job requirement from the client in details
1. Learn and understand your company’s structure and business approach
2. Define your needs (job description) and clear guidelines for our candidate search
3. Determine at when and how you wish to be updated
4. Set Time to Fill/Time to Hire schedule
Phase 2: Candidate Search.
The appropriate candidates from our database of job seekers and other sources
are searched
1. Extensive talent pool database
2. Network and referrals
3. Professional platforms
4. Specialized job groups
Phase 3: Candidate Selection & Initial Interview.
Line-up
1. Applicants are selected based on experience & portfolio
2. Interview schedule is set
3. Ranking through a tailor-made assessment grid
4. Initial report/ update
Phase 4: Qualities and Skills Evaluation
Face to Face Interviews & after interview assessment
1. Evaluation of skills
2. Evaluation of work ethics
3. Evaluation of attitude and temperament
4. Good-fit assessment
5. Final report/ update
Phase 5: Candidate Endorsement & Client Interview
1. Interview is set as per the availability of both client and candidate
2. ACE facilitates and takes note of client input and feedback
Phase 6: Final Selection & Job Offer
Client selects the appropriate candidate and gives joining date
1. ACE supports you with compensation package negotiation
2. ACE facilitates onboarding process
Services
• Ability to isolate where an issue might be caused in a complex situation ranging from Internet Service Provider, Software configurations, Local Networks, 3rd Party Security Software, 3rd Party Browser configuration
• Ability to identify and alert the necessary party of global outages including, but not limited to internal email servers, ISP outages, or Internet backbone outages
• 90% Chat/email support
• Handle inbound
• Utilize excellent verbal and written communication skills and troubleshooting and problem-solving skills to resolve complex issues with little or no supervision
• Must have working knowledge Microsoft operating system commands and utilities including but not limited to IIS, SMPT, POP, IMAP, SQL and email configuration experience
• Analyze, identify possible technical issues, solutions and provide critical information to Operations
• Develop, maintain and manage customer relationship accounts
• Serve as technical resource for other team members and departments
• Assist with online campaigns
• Establish a strong demeanor when dealing with customers
• Respond quickly to customer queries
• Communicate with consumers via email
• Recognize and handle customer complaints
• Process orders, forms, registrations, and requests
• Maintain a log of all customer interactions, transactions, comments, and complaints.
• Take care of all orders, forms, applications, and demands.
• Maintain a log of all customer interactions, transactions, comments, and complaints.
• Coordinate and interact with coworkers
• Develop sales leads
• Maintain a positive relationship with consumers through constant communication
• Prepare product surveys by gathering and evaluating client information
• Place or change plans
• Suggest solutions when a device malfunctions
• Handle product defects