Sr. Customer/Technical Support representative
TechieHere Inc
Total years of experience :10 years, 8 Months
• Provide remote solutions to problems, probe problems and explain the solution in such a way that non-technical users understand.
• Handle customer needs and requirements.
• Take calls from US and Canadian customers and initiate the right response to them, positively and professionally.
• Troubleshooting Software/OS related queries of customers Over Phone which involves working in different time zones
• Create, maintain and update database of customers with complete information and emails.
• Consolidate existing customer base while building new customer base.
• Record outbound call history and customers response in detail.
• Ensure customer follow-up all the time.
• Listen to and critique recorded conversations for purposes of improving customer skills.
• Involved in Full Recruiting Life-Cycle, from receiving the requisitions, sourcing candidates, scheduling technical interviews, salary or rate negotiations, employee referrals to credentials and successful closures.
• Handling weekly spot calls on the requirements and updates from the clients.
• Handling the recruitment life cycle for US-recruitment in IT.
• Analyzing the requirement and understanding the type of candidate client is looking for.
• Posting/Advertising job requirements in career search sites like Monster, Career Builder, Dice, Corp-Corp/ Tech-fetch, Prohires, Google Groups and even free job boards.
• Have done Passive search using sites LinkedIn, Ladders.
• Mining resumes, Interviewing and screening potential candidates, negotiate hourly rates/salaries with candidates/ sub-contractors.
• Created and coordinated candidate interview schedules with Account managers.
• Developed and implemented effective recruiting strategies in order to attract, screen, recruit, and select high quality candidates.
• Shooting emails to the suitable candidates with a brief job description.
• Rate/ Salary negotiations.
• Follow up with candidates after the phone/in-person interview and gather the interview feedback and checking their availability/interest if they get an offer from the client.
• Recruited and hired candidates in and out-of-state for contract, contract-to-hire and permanent placements for IT positions for multiple client companies.
• Had a good day to day interaction with clients to ensure the Priority Requirements on daily basis.
• Recruited all types of authorized consultants such as US Citizens, Green card, H1B, EAD, TN Visa, and OPT-EAD.
• Worked on different tax term like W2, C2C and 1099.
• Hands on approach to all stages of the recruitment lifecycle; dealing with the requisition process; carrying out telephone interviews; developing relationships and liaising with point of contacts on a daily basis; scheduling interviews, handling the rejection and offer process, etc
• Responsible for sourcing, phone screening and conducting interviews with candidates as well as qualifying them, checking references, scheduling interviews and giving them feedback.
• Interview scheduling, reference validation and background checks.
• Assessing candidates' applications on a daily basis for a full range of roles from entry level to senior management.
• Effectively recruited candidates through Job portals (Monster, ProHires and Techfetch), internal database, and other strategies like passive search i.e. LinkedIn, Jobvertise, Google groups etc.
• Placed high-end technical professionals in the area of Information Technology Industry in contract and full-time positions.
• Recruited all types of authorized consultants such as US Citizens, Green card, H1B, EAD, TN Visa, and OPT-EAD.
• Experience in negotiating with the consultants on different tax terms like W2, 1099 and Corp to Corp.
• Scheduling interviews, coordinating and managing the recruitment process.
• Responsible for preparing consultants prior to phone or in person interview.
• Maintained records/track sheet/submission details.
• Answer participant questions, as well as question participants to obtain full understanding of what information is being requested.
• Document all calls with regards to participant inquires accurately using Call Tracking System.
• Monitor Call Tracking for responses from administrative team so call returns are done in a timely fashion.
• Follow-up with participants within a 24-hour period in regards to the initial phone call. Even if it is to just touch base and let participant know inquiry is still be researched.
• Provide quality customer service on every call.
• Communicate clearly and effectively with participants.
• Promote good listening skills.
• Manage length of calls.
• Review monthly publication of Effective Telephone Techniques.
• Listen to and critique recorded conversations for purposes of improving customer skills.
• Organize and prioritizes duties.