Roles & Responsibilities: -
Provide first Level | Second level of support to customers in resolving desktop and enterprise applications technical problems by providing guidance regarding software and hardware problems.
Follow internal IT processes, provide effective and timely support against our SLAs committed to our internal customers.
Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon SLAs.
Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.
Advanced troubleshooting and multi-tasking skills
Should possess strong technical background, additionally, we will be looking for ability to deal with users through Calls, Chats and Email
Must have prior technical support experience.
Good knowledge about Operating Systems, ISP, Hardware, Networking and Outlook
Up-to-date technical knowledge
Good interpersonal and customer care skill
Participate in 24x7x365 support (including a rotating, on-call schedule). All other duties as assigned.
Inbound Outbound Customer Service Experience with Technical Help Desk
Good understanding of computer networking for troubleshooting over Voice /non-Voice Support with experience in help desk