Technical Support Executive

§Troubleshooting Hardware / Networking/OS related queries of our global customers Over Phone which involves working in different time zones

§Take calls from Global customers and initiate the right response to them, positively and professionally

§Provide remote solutions to problems, probe problems and explain the solution in such a way that non-technical users understand

§Willing to work in night shifts; Excellent written & spoken communication skills

Responsibilities

Answer contacts promptly and professionally

Log/Validate all contacts Call Handling Database

Resolve a high percentage of customer problems using the relevant tools and systems

Manage end to end all calls logged, providing regular updates to customers on call status

Complete follow-on actions as appropriate

Invoke Escalation Procedures within defined time frames

Adhere to Policies & Procedures

Work to achieve individual and team goals

Protect confidential and sensitive information and materials

Observe strict compliance to licensing, copyright and trademark legislation

Accomplish other duties as required

High Technical skill sets & Hands on technical support experience

Super user of Microsoft Office

Adherence to policy and procedures (compliance)

Ability to multi-task and prioritize

Ability to manage commitments to customer, manager etc

Ability to diagnose problems and take corrective action

Ability to assess progress against SLA and intervene as necessary

Ability to work with individuals to review measures and to coach towards meeting SLA s

Ability to escalate as appropriate

Remote Work :

No