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Why Join CSS Corp?

CSS Corp is a vibrant, new age services company providing digital and customer experience solutions for some of the biggest brands and enterprises in the Technology, Media and Telecom (TMT) space. We leverage digital technologies to simplify customer challenges and to drive improved employee experience. At CSS Corp, we have institutionalized a meritocracy culture that promotes learning newer technologies and solutions. We work with some of the top most technology disruptors and there are seismic shifts happening in their ecosystem. To embrace this disruption, we have invested in cutting-edge technologies, and have built a passionate and vibrant workforce that is obsessive about solving complex customer challenges causing positive disruptions in customer engagements. Today, we have the scale to compete with large players but at the same time, we follow a start-up culture. In a nutshell, we are big enough to be stable and consistent, but small enough to give our employees space to truly blossom and grow.


Our Employees - Our Pillars of Strength

CSS Corp, we value what our employees bring to the table, we help nurture their skills and transform their potential to deliver more. We believe in equality and diversity, and enable a dynamic learning culture throughout the organization that helps employees grow from stage to stage. We strive to provide them the best global exposure and try to ensure our employees are always empowered to do more. We aren’t happy by just offering them a job, but a career with opportunities along the way for career progression. Culture shapes the way we act. Our flat hierarchy enables everyone to voice opinions and take the lead. Through the years, we’ve worked hard to ensure that we have a fair and meritocratic organization in place that values trust, honesty and passion.

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Available Career Opportunities

Agent

Technical Support Representative
Key Tasks
  • RMAs: creation, oversee, manage returns and confirm fault validity
  • Direct consumer and customer support via telephone and email where required, including entering data onto various Navigation IT systems
  • Constantly seeking out and identifying opportunities to upgrade consumers to the latest product offering
  • Work constructively with regional Service, Product Management and R&D teams to resolve issues
  • Deliver both theory and practical classroom training for Customers
  • Monitor and compose monthly Key Performance Indicator (KPI)

Key Requirements
  • Customer Care/Technical Support Qualifications: 2 years completed in College
  • Language Skills: Our forecast is for English, On an English program, our agents must have a command of English with an ability to read, analyze and interpret industry magazines, journals, technical procedures and computer products or whatever the program requires. It would also be helpful if the agents possesses the confidence and ability to present detailed information and respond to questions from and Vendor Partner managers and customers. Agents must be able to communicate in English and be easily understood. This should be verifiable based on internal language test results.
  • Reasoning Ability: Listening, interpreting, identifying problems, gathering data, reaching the most appropriate conclusions, reading technical diagrams and dealing in the abstract are all important qualities and abilities the Customer Care agent should have. Also numbered among those things that are important, the ability to articulate their findings or conclusions back to the customer they are helping.
  • Skill and Knowledge: Computer skills are essential. Strong computer skills are required including familiarity with Windows-based programs such as Microsoft productivity tools (e.g., Excel, Word and Outlook)
  • Friendly, Helpful and Eager to Please: The customer care agent must possess common courtesies such as empathy and building rapport with customers.
  • Flexibility and the ability to keep up with the pace. We move quickly and need our Customer Care agents to move with us.

Customer Service Representative
Job Description
  • Take inbound customer calls to provide customer service and technical support for end users through active listening, effective troubleshooting and problem solving through established methods and procedures, standards and guidelines as outlined by the campaign.
  • Identifies the need to escalate specific issues and follow through where necessary.
  • Transfers calls to other departments where appropriate.
  • Provides information and responds to inquiries from Managers, Clients, and Customers in a professional manner
  • Works on special projects and assumes additional responsibilities as assigned
  • Keeps up to date on new procedure proactively
  • Other duties as assigned

Qualifications
  • Strong command of the English/ language with strong conversational skills.
  • Strong problem solving skills.
  • Ability to interpret an extensive variety of technical instructions.
  • Detail oriented with strong organizational skills and ability to multi-task.
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and computer products in English.
  • Ability to remain calm under stressful situations.
  • Ability to work well with others at varying organizational levels.
  • Flexible to work within a 24x7 environment; including weekend and holiday work schedules.
  • Computer literacy.
  • Minimum of 1 year and 6 months of call center experience from ISP account/s is preferred, technical support experience is a plus, earn a competitive salary.

Non-Agent

Workforce Manager
Primary / Mandatory Skills
  • Expertise in IEX/Aspect or any other Scheduling & Forecasting tool
  • Hands on experience on Avaya CMS(any other tool) report
  • Excellent written and verbal communication skills
  • Experience in creating forecasting models
  • Experience in generating schedule
  • Manage the WFM staff in the various workforce management activities

Secondary / Desired Skills
  • Knowledge on MS Word, MS Powerpoint and MS Access

Roles & Responsibilities
  • Define and create workforce management processes and functions associated with workforce planning
  • Analyze past volume and staffing patterns and will implement based on the forecast provided by the client, staff the Service Center to ensure service goals are met across projects
  • Oversee all Real-Time and Intra-Day activities to ensure operational and client goals are met across projects
  • Ensure all required WFM data is tracked across projects and trended on a continuous basis
  • Conduct analysis and recommend solutions to real time performance issues with the operational business units
  • Validate forecasting and staff planning across projects
  • Interface with Project Managers/ Director as needed for escalation of service impacting issues across projects
  • Optimize productivity for the Project, through means of driving shrinkage, idle & AHT across Projects
  • Ensure team accurately tracks and manages call center schedule adherence across projects

Team Lead
Responsibilities:
  • Understand all organization’s products, services, procedures and guidelines and communicate same to all team members
  • Oversee running and managing a team of associates daily
  • Set targets for all other Team members to meet up with
  • Schedule and organize shift patterns for other team members
  • Prepare forecasts and budgets for the call center
  • Monitor all calls to ensure that due procedures and quality standards are strictly adhered to
  • Facilitate and organize training session for all agents and participate in recruitment of new call center agents
  • Conduct regular review of all associate’s performance and organize training sessions for under performers
  • Submit regular reports to management and seek new ideas and strategies to improve performance at the center
  • Keep up with trends and happenings in the industry and ensuring adherence to industry standards
  • Keep up with trends and happenings in the industry and ensuring adherence to industry standards
  • Coaching and mentoring of assigned Team members

Qualifications
  • Leadership: Oversee other agents whom they would be expected to direct and control. Therefore, they must have excellent leadership skills and abilities
  • Motivation: Know how to devise effective motivational techniques to improve the performance of their team mates
  • Coaching and Mentoring: Great tutors and excellent mentors to their team members
  • Hardworking: to be able to encourage their team members to work harder, they must be hard workers themselves
  • Goal Setting and Achievement: the team leader would also oversee setting goals for others to achieve and therefore, he must be an achiever too
  • Multitasking: l handle multiple tasks at the same time without errors and mistakes.
  • Experience: 2 years of experience in the equivalent role, experience in a Telco account is a plus

Technical Trainer
Responsibilities:
  • Deliver New Hire and Calendar Programs
  • Research on Client Products / Services and offer an overall training solutions during the RFP stage
  • Play the role of a training consultant and provide end to end training solution during new project transition & deployment
  • Work with the agents during the Pilot phase, support them during Nesting & ensure smooth transition & safe landing of engineers to Production
  • Participate in training discussions with the client
  • Conduct Technology/ Product training for new engineers as per the business requirement
  • Administer Training Need Analysis (TNA) /Skill gap assessment and conduct refresher technology training for tenured engineers as per the need
  • Design curriculum, Develop content, lab scenarios & case studies
  • Proactively develop content on new technologies and offer the training through Classroom / Online Portal/ Blended
  • Ensure learner satisfaction, their learning and application on the job
  • Monitor, Track, Measure and Manage effectiveness of training programs
  • Periodically upgrade Knowledge & Skills on new/ emerging technologies and get certified as per the business requirement

Job Specification
  • Knowledge, Skills and Abilities
  • Desktop Operating System: Windows 8/10, Macintosh O.S 10.X
  • Networking Fundamentals: OSI Model, TCP/IP protocol suite, IP addressing, Subnetting, MAC addressing protocol headers, ARP, ICMP,FTP, DHCP, DNS, DMZ
  • Network Devices : Hubs, Switches, Routers, Modem, Gateways
  • Utilities: Ping, Traceroute, Nslookup, Netstat, Nslookup
  • Wireless Networking : Wireless Standards, Architecture, security
  • VoIP technology added advantage
  • Exhibits strong interpersonal skills
  • Client interfacing skills
  • Excellent Presentation and Delivery Skills
  • Must have good organizational and prioritizing skills
  • Ability to cope with stress and to remain calm in all situations and provide results based on the given task
QUALIFICATIONS
  • Graduate in any Discipline
  • Must have a minimum of 5- 6 years working experience preferably in BPO or related industry, providing Technical support to the clients or customers with experience in Training.
  • A+/ CCNA/ N+ or any other relevant certification will be an added advantage

Soft-Skills Quality Assurance
Responsibilities:
  • Facilitates audits and reviews/analyzes data and documentation
  • Plans and implements total quality management programs and initiatives
  • Develops, implements, and leads key process improvement efforts and influences cross-functional efforts
  • Assists in the development of systematic approaches
  • Creates new solutions, factoring in existing methods and procedures
  • Determines key activities within and between the functions of the organization
  • Focuses on the factors such as resources, methods, and materials that will improve key activities of the organization
  • Aligns the processes that will best achieve the optimum results
  • Maintains continual improvement of products, processes and systems
  • All other duties as assigned
  • Keep up with trends and happenings in the industry and ensuring adherence to industry

Qualifications
  • Communication Coach with some QA experience (preferred not required)
  • Minimum 1 year doing coaching and feedback for communications
  • Minimum 1 year doing communications training
  • can design training modules
  • Working knowledge of MS office applications

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