• 0 to 4 years of experience with good communication skills
• Ensure that urgent customer issues are resolved in the most timely and effective manner possible.
• Ability to work well in a fast-paced environment
• Demonstrable ability to handle various tasks or projects with changing priorities.
• Time management and prioritization skills.
• Utilize available time efficiently in order to achieve effective and efficient results
• Ability to assemble a complete and accurate problem/symptom description of reported issues.
• Ability to successfully solve problems and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns.
• Ability to listen to and work with customers in real-time to resolve issues.
• Knowledge in commercially standard software applications and major desktop operating systems.
• Awareness of basic networking concepts and technologies.
• Ability to identify basic hardware parts and aware of basic hardware concepts
• User-level familiarity with at least one e-mail client - Outlook, Notes etc.
• Questioning skills /probing skills, as relevant to the issue and level of the caller.
• Find an opportunity and implement process improvements
• Ability to meet a set of defined account agent productivity measurement
• Flexibility around working in shifts