Technical Support Representative
Technical Support Representative
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Job Description
1 Technical Support Representative Jetking technologies is searching for a polite professional technical support representative to work closely with other team members to provide outstanding service to our customers by answering questions handling complaints and troubleshooting problems with our products and ensuring a seamless learning experience for our customers. Respond promptly and professionally to customer inquiries via email chat and phone. Identify customers’ needs clarify information research every issue and provide solutions and/or alternatives. Diagnose and troubleshoot technical issues related to our platform courses and resources. Understanding of company products services and policies. Provide stepbystep guidance to users on problem resolution. Educate users on platform features functionalities and best practices. Follow standard operating procedures & escalate where appropriate to internal teams for faster resolution. Keep records of all conversations in our CRM in a comprehensible way. Collaborate with internal teams to address and escalate technical issues as needed. Gather user feedback on their experience and communicate insights to the development team. Identify recurring issues and contribute to continuous improvement efforts. Taking part in training and other learning opportunities to expand knowledge of company and position. Adhering to all company policies and procedures. Team Leader >> Operation Manager >> Head – LOB Business >> Head – Contact Center >> Regional Director. Must have : Fluency in spoken and written in English spoken in Hindi and one native language. Knowledge on Basic PC hardware Windows OS. Typing speed minimum 25 words per min. Should have : Strong problem solving and customer handling skills. Good reading and comprehension skills. Good understanding of PC working principle. Good to have: Knowledge about the Lenovo products and call center processes. Knowledge of Windows 10/11 installation & troubleshoot Drivers’ installation and application troubleshoot. Any hardware Certification will be an added advantage. Basic knowledge on Sales support (Upsell). 2years’ experience in similar field. Job Description Responsibilities : Reporting to Skill Sets Working Hours Monday to Sunday Process. General Shift with 5 days working roster. Hiring Requirement: Fresher or min.1 to 2year experience in Customer Service and Support Education: Any Degree (1023/4) or Diploma (103 or 1023). Freshers or 1 to 2 years of experience. Strong technical aptitude and understanding of computer science concepts. Strong phone and verbal communication skills along with active listening. Mandatory requirement: Fluency in spoken and written in English spoken in Hindi. Previous experience in technical support or customer service is a plus. Internal Evaluation Process: Skill Basic criteria Description Passing Threshold Assessment process Qualification Degree Diploma Fresher or min.1 to 2year experience in Customer Service and Support. Fresher or min.1 to 2year experience in Customer Service and Support. Document verification. Reading Ability to read with accurate fluency 42 defined thresholds Communication Skill Speaking Ability to structure and communicate ideas 42 defined thresholds Ability to listen and recite the sentences back 42 defined thresholds Listening >42 %tile SVAR Test F2F/Virtual Interview Process Products Basic Knowledge about Lenovo PCs/Laptops Basic Knowledge about Call Center Operations Technical Skills Software Basic Knowledge about Windows OS (10/11) Score between 1 to 5 Point > 3 Passing point AMCAT / F2F / Virtual Interview Typing skills 25 words per min Online Assessment Note : If candidate score < 42%tile in SVAR test get one more round of test. Online Typing Test 2
Skills
tech support, technical support, remote support, IT support, VIP support, windows support
Employment Type
Full Time
