Analyst

eClerx — Pune, Maharashtra

₹3–10 LPA (HireSetu estimate) · 0–3 yrs exp · Freshers eligible · Full-time · onsite

HireSetu listing reference 63d764 — confirm requirements below, then apply on the employer site.

Quick answer: An outbound voice technical support job in Pune, onsite. You call customers who have already logged a fault, work out what went wrong, and stay with it until the issue closes.

From eClerx's job posting

Job Description: Outbound Voice – Analyst

We are seeking motivated individuals to join our Outbound Voice Team as Technical Support Agents. In this role, you will be responsible for making outbound calls to customers who have reported technical issues with our products or services. Your primary objective will be to troubleshoot the reported problems and provide effective solutions to resolve them.

Key Responsibilities

  • Make outbound calls to customers to address reported technical issues.
  • Listen actively to customers' concerns and accurately diagnose the root cause of the problem.
  • Provide clear and concise instructions to customers on troubleshooting steps.
  • Guide customers through troubleshooting processes, ensuring they understand each step.
  • Utilize various tools and resources to identify and resolve technical issues efficiently.
  • Document all interactions and resolutions accurately in the customer database.
  • Escalate unresolved issues to appropriate internal/external teams for further investigation.
  • Follow up to ensure that their technical issues have been fully resolved and they are satisfied with the outcome.
  • Adhere to company policies and procedures at all times.

Requirements

  • Excellent communication skills, both verbal and written.
  • Strong problem-solving abilities and attention to detail.
  • Ability to remain calm and patient when dealing with frustrated customers.
  • Technical aptitude and ability to quickly learn and understand new technologies.
  • Previous experience in a technical support or customer service role is preferred.
  • Familiarity with CRM software and call center technology is a plus.
  • High school diploma or equivalent; additional technical certifications are a bonus.

Education: Bachelor's degree in any field is preferred.

Text from eClerx's official job posting, formatted by HireSetu. The employer's own page is the final word on details.

HireSetu's note

The title is a grade label

You dial, you talk, you fix. Analyst at a services company like eClerx is a rung on the ladder, and it turns up in plenty of titles that have nothing to do with analysis. This one is voice from start to finish, all shift.

You diagnose with your ears

You cannot see the customer's screen, so every diagnosis starts with questions: what were you doing, what did you see, when did it start. Someone who has already reported the fault once is not in a patient mood when you call, and walking them through steps they have tried is part of the work.

Notes matter as much as fixes. Escalations travel on what you write, so a vague entry sends the next person in blind.

Pune, onsite, and the hours

This is a desk in an eClerx delivery centre in Pune, in a room full of people on calls. Support lines run fixed shift patterns, and outbound processes can serve customers in India, the UK or the US. Which one this is decides whether you are home by seven or in a cab at two in the morning, so ask about shift timing and whose customers you will be calling.

Ask what you will support as well: hardware, software, telecom or a bank's app. The product changes the calls completely.

Practising the calls

Pick two or three devices or apps you know well and explain a fix out loud to someone who does not know the words. Naming the exact icon, menu or button is the skill.

Typing a clear note while a customer talks takes practice of its own. Retail counter work, a college helpdesk, any phone support you have done counts here, since the listing treats prior support or service experience as a plus. A bachelor's degree is preferred and technical certifications are a bonus, so neither is a gate.

Drafted with AI from eClerx's job posting and checked by Prashanth Jakkula before publishing. See our Editorial Policy.

How to apply

  1. Open eClerx's careers site with the Apply button.
  2. Enter your email address; Oracle sends a one-time code instead of asking for a password.
  3. Upload your resume or fill in the profile form, then answer the questions for this role.
  4. Submit and keep the confirmation email, which also lets you track the application.

Apply on eClerx's site

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