Job description:

Job Description

Two to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment
Excellent English communication skills with a global client base
Two to five years of proven, qualified related work experience in a comparable environment
Require Education: B.Sc in Computers, BCA in Computers, B.Tech/B.E. in any stream
Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly
Self-motivated an ability to work on own initiative in a high-pressure environment
Willing to work variable shifts including evenings, weekends and public holidays
Responsible for high quality end-user technical support, relate4 to enterprise software and hardware
An understanding of technology and the ability to apply that knowledge to support all existing systems Provides investigation, diagnosis, resolution and recovery for hardware/software problems
Serve as the first point of contact for customers seeking technical assistance over the phone or email
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Provide accurate information on IT products or services
Record events and problems and their resolution in logs
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal team
Identify and suggest possible improvements on procedures

• To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
• To maintain high login Efficiency (Availability) for customers.
• To provide level 1 remote desktop support to resolve tickets /provide hardware / software / network problem diagnosis / resolution via telephone/email/chat within agreed SLA of ticket volume and time.
• To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
• Work on value adding activities such Knowledge base update & self development.