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| Job Location | Bangalore |
| Education | Not Mentioned |
| Salary | Rs 1.0 - 3.5 Lakh/Yr |
| Industry | IT - Hardware / Networking |
| Functional Area | Technical Support / HelpdeskHardware / Telecom Equipment Design |
| EmploymentType | Full-time |
To provide front line support via live web-chat support to certified technicians at ASPs. With a predominant focus on assisting field technicians with the repair of products, this team draws on technical information from groups such as Engineering, Service Training and Documentation.Key ResponsibilitiesOwn, analyze, research and respond to ASP escalations in a timely fashion. Identify potential engineering issues and/or trends in escalations by on-going analysis and tracking of escalations. Meet core team competency requirements such as customer satisfaction goals, team metrics, Engineering outcomes and certification requirements. In-depth understanding of organizational goals and active participation in the achievement of those goals Work closely with and support technical teams. Takes responsibility for tasks and decisions as documented in all processes and procedures. Has a willingness to update processes, training and procedures as required.Desired SkillsCommunication English language proficiency required to support customers Extremely skilled in documenting written troubleshooting steps or instructions Strong customer service focus and enthusiasm for achieving excellenceTechnical Experience in resolving technical, systems and/or perception issues with customers. At least two years experience in a similar technical role Technically minded, IT industry savvy, with the ability to quickly understand, converse with fluency and provide solutions to the intended audience Motivated to demonstrate their technical service and support skills in the course of handling queries from the start of the issue right through to final resolution Exceptional troubleshooting methodology, both procedural and technicalOther Skills Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary Positive, collaborative and mature work attitud
Keyskills :
customer satisfactionoperating systems aspsteps networking traininganalysis troublesh