Job Description:

Job Description:

Provides level 1 technical support to users for moderately complex computer-related technical problems.
Troubleshooting Hardware / Networking/ Operating systems/Applications and other related technical queries/issues.
Answer calls/chats/emails from customers and initiate the right response to them, positively and professionally.
Logs and tracks inquiries using an incident management database and maintains history records and related incident documentation.
Provide remote support to customer issues using probing and technical skills. Also, explain the solution to the user in a way that non-technical users understand
Good customer handling skills
Flexible to work in different shifts;

Responsibilities

Answer contacts promptly and professionally
Handle contacts on multiple platforms such as Calls, Chats, and emails
Log/Validate all contacts to the CRM, including all relevant and required information
Resolve a high percentage of customer problems using the relevant tools and systems
Complete follow-on actions as appropriate
Invoke ticket Elevation/Escalation Procedures within defined time frames
Adhere to Policies & Procedures (compliance)
Work to achieve individual and team goals
Protect confidential and sensitive information and materials
Accomplish other duties as required
Knowledge of Microsoft Office
Multi-task and prioritize
Manage commitments to the Customer, Manager, Supervisors, and Support Staff
Working in shifts as per requirements

Technical Skills required

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