Knoah addresses the growing needs of today's online businesses by providing a full range of outsourcing services for web-based customer support. With Knoah, companies can now keep pace with the flood of Internet communications that are threatening to drown internal support teams.

We currently have following positions open at our centers in Hyderabad, India and Las Vegas, US.


  • Job Title: Call Monitoring and Order Verification Specialist (Quality Monitoring)

      Support Type: Quality Monitoring
      Job Location: Las Vegas


      ·     Using programs set forth by our client, listen to previously recorded telephone calls, confirm the CSR 1) presented the product, 2) answered customer questions and 3) read verbal contract based on legal requirements

      ·   Will document quality issues and performance measures for management review, via changing the status of the sale record

      ·   Will use computer based programs to evaluate and score CSR’s calls for customer experience and process adherence following guidelines set forth by the client

      ·         Use decision making skills to score parameters on 5 tier scoring model and determine how a CSR’s action/lack of action might affect the customers experience

      ·         Escalate extreme situations to the client

      ·         Be aware of any positive or negative trends and forward to client

      ·         Will document quality issues and performance measures for management review

      ·         Provide timely and efficient feedback on call quality, reporting as required

      ·         Other duties, special projects and responsibilities as assigned

      ·         Regular, consistent and punctual attendance

      ·         Must be able to work overtime as necessary



      Other Skills & Qualifications:    


      ·         Ability to take overflow phone calls during peak periods within the center

      ·         Pleasant and friendly mannerism

      ·         Basic computer knowledge/technological skills- should be adept in using search tools, browsers and also email features; attaching files to correspondence, utilizing tracking and management features, including familiarity of CRM solutions

      ·         Good verbal and oral communication skills- fast and correct typing, ability to create grammatically correct responses without any spelling errors. The person should also know what to write while utilizing web communication, be able to quickly recognize signals of a disgruntled customer and be able to escalate to management

      ·         Ability to comprehend, capture as well as interpret basic customer information

      ·         Ability to work independently utilizing decision making skills

      ·         Ability to treat people with respect under all circumstances, instill trust in others besides upholding the values of the organization

      ·         Sound judgmental powers; ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance

      ·         Ability to adapt to change, meet the changing demands of the work environment, any delays or other unexpected demands.

      ·         Bi-lingual a plus

      ·         QA experience in a call center preferred

  • Job Title: Technical Support Chat Specialist (Chat)

      Support Type: Chat
      Job Location: Las Vegas

        Position Summary:

      Ø  The White Glove Support team provides a vital resource to the technical support group offering world class service in customer support, call-logging, problem solving, and project resolution through online web chat.  This individual will be a Subject Matter Expert (SME) for technical support of mobile cellular devices. The position will work closely with internal teams (training, call center, 3rd party outsourced, Escalation Teams and Concierge groups) to ensure that direct end-user support issues and inquires receive expedited response and quality resolution. Additionally, this position is responsible for providing support and timely resolution for issues that are received from customers or product dealers, email or community forums.



       Role and Responsibilities:


      Ø  Provides advanced technical chat assistance to end-users, contact center agents or 3rd party vendors requiring assistance with mobile device issues ranging from OS configuration, Advanced MS Outlook & ActiveSync support, MR (Maintenance Release) information and support, wireless applications and handset features / functionality.

      Ø  Provides input and supports FAQ and Knowledge Base systems.

      Ø  Answers end-user e-mail requests regarding mobile products and services

      Ø  Analyze & assess business partner’s device symptoms and provide solutions during first contact (FCR).

      Ø  Supports and enforces RMA (Return Merchandise Authorization) warranty repair process.

      Ø  Establishes and maintains an effective working relationship with all departments & activities impacting our end-users and mobile carriers. Provides advice and recommendations for increased problem resolution according to current customer satisfaction policies.

      Ø  Supports Customer Satisfaction and Quality of Service initiatives and metrics to ensure superior end user support.

      Ø  Knowledge leader in mobile device interface with various third party and in-house software releases and functionality.

      Ø  Provide known solutions to knowledge base management team for implementation in FAQ system. Research the web for answers to questions that were not contained within the knowledge database.

      Ø  Diagnose root failure of symptoms in order to facilitate a fix or work around and draft detailed notes in call tracking system for future reference.

      Ø  Engage in understanding how customers currently utilize their device and provide suggestions on additional features




      Other Skills & Qualifications:



      Ø  A minimum of a high school diploma or equivalent.

      Ø  Display strong ability to multi-task.

      Ø  Requires technical and customer service training in the telecommunications industry.

      Ø  Interact with and assist up to 2 customers simultaneously.

      Ø  Regular, consistent, and punctual attendance.

      Ø  Should have a minimum of 2+ yearsof experience in a customer facing environment or wireless communications call center requiring direct contact with the customer or end-user.

      Ø  Good understanding of current RF technologies…i.e. GSM and CDMA

      Ø  Experience with RMAs (phone & online), customer escalations, interdepartmental communication and internal/external customer documentation is a plus.

      Ø  Understanding of a wireless customer support environment in a call or contact center and how it relates to customer satisfaction and quality resolution.

      Ø  Sound knowledge of IT infrastructure including PC hardware, Windows Mobile operating systems and MAC systems along with basic computer network architecture.

      Ø  Experience with helpdesk/ticket tracking applications.

      Ø  Proven ability to coach and direct team members and other agents on system shortcuts device usage Develop and maintain excellent working relationships with all appropriate levels within and outside the company including management, co-workers, and customer representatives. This may include verbal interaction with: End Users, Dealers and Service Providers.

      Ø  Excellent troubleshooting and problem solving abilities with strong attention to detail.

      Ø  Ability to communicate in writing, through email, chat, reports, or orally, product service matters to highly varied audiences.

      Ø  Be able to type a minimum of 40 WPM with exceptional accuracy.

      Ø  Demonstrated ability to interact with all levels of customers/consumers and with all levels within the internal organization, Vendor and Customer organizations.  The ability to convince others, in a potentially adversarial environment, including customers, Directors & Managers, Employees, Vendors, Dealers, Carriers and Contract Agents with opposing views to accept or approve product services, instructions, product issue resolutions and product feature performance.

      Ø  The ability to read, understand, simplify and create understanding of technical product information from technical descriptions and documents to create clarity, ease of understanding and customer satisfaction of product services and performance.

      Ø  Solid customer service soft skills and customer service language skills.

      Ø  Read and interpret customer support documents, product warranty documents, media materials and contracts or related documents based on customer support standards and philosophy.

      Ø  Demonstrate competency in both oral and written communication modes for internal and external personnel at all levels, especially in customer product support and feedback.

      Ø  Work independently and in a team environment, in order to achieve personal and team goals and complete assignments within established time frames.

      Ø  Proven ability to defuse volatile or frustrating situations with callers and customers

      Ø  Technical writing skills a plus.

      Ø  Must be proficient in Microsoft Office, including Excel, Word and PowerPoint



      Physical/Mental Demands and Working Conditions:


      Ø  Operate a computer keyboard and view a video display terminal more than 95% of work time.

      Ø  A high level of visual acuity, color distinction, and numeric and character detail distinction for the analysis and preparation of statistical reports and information.

      Ø  Activities are governed by general policies.  Work is often monitored where error potential is of minor cost and exposure.

      Ø  Infrequently work additional hours beyond normal schedule.



  • Job Title: Technical Support Specialist - Bi-lingual English, French / Mandarin. (Voice)

      Support Type: Voice
      Job Location: Las Vegas

      Position Objective:

      ·         As Technical Support Associate, you are expected to address customer challenges and queries through voice support and ensure effective resolution to the challenges the customer encounters

      ·         Ensure customer satisfaction and quality parameters are met for the resolutions provided

      ·         Ensure that you delight customers and help in retention by providing customer experience that would enhance stakeholders value

            Roles & Responsibilities:

      ·         Effectively address customer queries by understanding challenges faced by the customer

      ·         Ensure you meet set process for addressing customer queries

      ·         Understand customer expectation clearly through effective probing

      ·         Document reasons for customer dissatisfaction for all the queries and the challenges faced

      ·         Understand and upgrade product and process knowledge to meet required standards of customer resolution on an ongoing basis

      ·         Set high levels of performance standards for the given process/account

      ·         Ensure you understand expected performance standards and metrics to be achieved for a given process/account

      ·         Look for areas of improvement in the process and provide insights to your Supervisors to enhance customer delight

      ·         Follow the learning management process to remain current and updated on required skills and knowledge required for the position

      ·         Adhere to the security policies with respect to dos & don’ts and strictly comply with current and ongoing updates

      ·         Learn, help and support fellow members in the team in meeting desired performance standards for a given process/account.

          Eligibility & Competency:

      ·         Bilingual in Mandarin /  French  is a Must!

      ·         Two or more years' experience in a position with direct Android or iOS troubleshooting experience or working with the various devices  (customer service, call center, retail or sales) required

      ·         Technical aptitude and the ability to pick up new technology

      ·         Excellent communication skills and ability to convey information effectively

      ·         Demonstrated ability to work independently

      ·         Ability to quickly understand new information and situations and develop solutions

      ·         Associate’s Degree. Bachelor's degree or equivalent in a related field preferred

      ·         Passion for helping people find solutions

      ·         Willing to work in early morning shifts

      ·         Flexible to work in 24/7 shifts.

      ·          Demonstrated strong interest in information technology and learning new skills

      ·         Experience providing tech support for people with limited computer skills

      ·         Outstanding troubleshooting skills

      ·         Ability to stay focused in an interrupt-driven environment

      ·         Reliable and punctual

      ·         A passion for technology





News & Events

  • new-img1

    Dummy Text Here

    Lorem ipsum dolor sit amet, consectetur adipiscing elit. Praesent in nisl sed sapien auctor luctus ac a massa. Vivamus ac nibh turpis. Fusce fringilla tempor sapien, a condimentum leo gravida et. Vivamus elementum, mi at tincidunt gravida, lorem nibh semper augue.augue.

  • new-img1

    Dummy Text Here

    Lorem ipsum dolor sit amet, consectetur adipiscing elit. Praesent in nisl sed sapien auctor luctus ac a massa. Vivamus ac nibh turpis. Fusce fringilla tempor sapien, a condimentum leo gravida et. Vivamus elementum, mi at tincidunt gravida, lorem nibh semper augue.augue.

  • new-img1

    Dummy Text Here

    Lorem ipsum dolor sit amet, consectetur adipiscing elit. Praesent in nisl sed sapien auctor luctus ac a massa. Vivamus ac nibh turpis. Fusce fringilla tempor sapien, a condimentum leo gravida et. Vivamus elementum, mi at tincidunt gravida, lorem nibh semper augue.augue.


  • ccw-new-logo


    17th Annual Call Center Week 2016
    (Conference + Expo)
    June 27 - July 01, 2016
    The Mirage, Las Vegas, Nevada

    • The Evolution Of Chat: A Case Study

      Abstract:Knoah & our Consumer Electronics client will share its journey in developing its chat channel from a several person exploratory pilot to handling over 2.5 million chats per year today.
      This presentation will discuss a variety of methods our client uses to promote and deliver a cost effective and high CSAT service and support capability with Chat. Knoah Solutions, will share its best practices in managing the chat agent population.