Technician, Technical Support
Location: Gurgaon, India
Job Family: Product-Services
Job ID: R75829
Role Responsibilities:
- Solves moderately complex customer issues on any product.
- Provides first- or second-level support in the inbound or outbound contact center.
- Prioritizes work based on time and complexity requirements. Exercises sensitivity to due process and proper pacing.
- Routes customers when appropriate to proper support queues.
- May identify opportunities for process improvements that contribute to the achievement of business metric goals.
- Solves problems consistently and completely with minimum supervision.
- Partners with team members to obtain resolutions to complex technical issues.
- First point of contact for customer escalations.
- Performs quality audits.
- Applies introductory knowledge of servers and networks to field non-critical incidents, problems and recurring requests received from enterprise level customers by following documented Standard Operating procedures.
- Prioritizes daily activities based on complexity
- and escalates the issues to next level
- Solves basic problems for customers and
- attempts to resolve more complex issues
- Understands support technologies
Essential Requirements:
- Fluent communication skills
- Time management skills
- Knowledge of job associated database, software and documentation
- Problem solving skills
- Results driven
- Strong technical aptitude and troubleshooting skills
Desirable Requirements: Typically requires 1+ years of related experience
Benefits
- We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.