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Technical Support Specialist

0.00 to 5.00 Years   Hyderabad   29 Jan, 2021
Quess Corp (Magna Infotech)
Job LocationHyderabad
EducationNot Mentioned
SalaryRs 2.5 - 6 Lakh/Yr
IndustryIT - Hardware / Networking
Functional AreaCustomer Service (International),Technical Support / Helpdesk
EmploymentTypeFull-time

Job Description

  • Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats, and voicemail) with end-users.
  • Analyze and resolve incidents and service requests regarding the use of application software or hardware.
  • Document every incident and support request in the CRM tool and ensure the tickets are closed or escalated as appropriate.
  • Should have basic knowledge about computer software and hardware.
  • Should stay informed about ongoing issues/outages, changes in the environment that are communicated via email and other channels regularly.
  • Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First Call Resolution, and Schedule Adherence and participate in individual/group coaching sessions.
  • Create a positive customer support experience and build strong relationships through deep problem understanding with a consummately professional attitude.
  • Should be a self-motivated achiever who gains satisfaction from providing excellent customer service.
  • Should be a quick learner and team player.
  • Should be flexible to work in different shifts as ISS-Technology works 24 x 7.
  • Avoid unplanned time off from work as this would have a major impact on our business.
  • Excessive unplanned absence may result in disciplinary actions including termination of your services. Adheres to Code of Ethics, Vision, Mission, and Core Values.
Required:
  • Excellent written, verbal, listening, analytical and logical skills.
  • Easily grasp and communicate complex ideas.
  • Excellent problem-solving skills.
  • Knowledge of MS Office 2016 including Outlook, Exchange Servers, Office 365
  • Knowledge of Computer Hardware and Software troubleshooting.
  • Knowledge of Operating Systems like Window 7, 8,8.1 and 10 & Mac
  • Knowledge of Network and Internet troubleshooting
  • Knowledge of PDA (mobile devices) Setup & troubleshooting
  • Knowledge of Active Directories

Keyskills :
code of conductkey performance indicatorscustomer satisfactionprofessional conductcode of ethicsbasiccommunication ethicssoftwaresurveycustomer supportadherencebuild strong relationshipsemailindicatorsscheduleconflict of interestperformanc

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