Job Description

Profile:

• 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 SLAs
• Ability to escalate as appropriate

Mandatory : - Excellent written & spoken communication skills

Skills Required: Communication Skills,Technical support