Sobre el empleo
Detalles
Descripción
Position Summary:
Executes transactions as per prescribed timelines
Performs Initial troubleshooting to identify root cause and provides resolution to customer
Reviews ,validates inputs from process executives and assist them to execute transactions without errors
Provides remote assistance to End Users (phone, email, chat and other channels)
Required Skill Set:
1 - 2 years of experience in customer service or service desk processes
Any prior experience in product support involving technical and billing support processes or experience in service desk accounts
Excellent communication skills – C1 equivalent proficiency
Displays excellent customer service skills and capabilities
Good presentation skills and client Interfacing capabilities
Ability to identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects
Confidently communicates current performance and improvement ideas with client
Technical Skills
Knowledge of relevant applications and tools specific to Service Desk.
Knowledge and hands on experience of Microsoft office tools such as excel, word and PPT
Hardware infrastructure, data network remote support for Laptops, Desktops, LAN issues, Printer configuration etc.
Wireless connectivity, email and printing related requests
Requests for password resets, account privilege ,user account activation, suspension ,termination, installation and MACD requests
Issues for Internet related applications such as email clients and web browsers and Office Suites such as Microsoft O365. Chrome, Gmail, Hangouts etc.
Mobile devices such as IOS, Android and Chromebook devices
Technical knowledge/expertise to support technical help related queries and trouble shooting.
Technical/troubleshooting knowledge of mobile operating systems (iOS, Android, Windows.
Experience in a L1 service desk/ tech support process providing remote support for Laptops / Desktops / LAN Issues / Printer Configuration etc.
Language:
English proficient
Job duties and responsibilities:
Provide Remote Assistance to End Users (Phone, Email, Chat and Self-Service)
-Software installation and configuration
-Provide technical troubleshooting to the issues reported by the end users.
-Access management activities
-Register calls and chats in the ticketing tool system.
Follow up to all the tickets assigned until its closure.
Education and other requirement:
Graduate
Willingness to work in rotational shifts
ID: 18526007