Compucom-CSI Systems India Pvt. Ltd

Technical Support Voice Process

Compucom-CSI Systems India Pvt. Ltd
300000 - 400000 P.A.
0-2 Years Work From Home
Pune, Maharashtra, IN

Vacancy: 20 Posted: 2 years ago Applicants: 61
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Job Description

Designation: Service Desk Tech I (Voice Process)

Grade/Level: 1

Roles and Responsibilities:-

  • Responds to telephone calls, Self-Service tickets from users. Assign work orders/incidents to appropriate support teams and follow up until closure.
  • Use the Incident Management System to document and manage problems and work requests and their respective resolutions
  • Perform user account management activities
  • Escalate complex problem to appropriate support specialists
  • Troubleshoot software/Hardware and basic network errors, connectivity problems via telephone/email/chat for customers.
  • Identify, evaluate and prioritize customer problems and complaints
  • Troubleshoot software installation failure and provide support via telephone, remote access
  • Provide remote assistance in assembling, installing and troubleshooting computer hardware and peripherals.
  • Installing and managing Applications on Remote.
  • Troubleshooting Internet Problems Both Internet, Intra-Net & VPN.
  • Managing customer expectations regarding estimated response time

Technical Requirements

  • Phone support experience necessary.
  • Technical Service desk or technical call center experience is necessary.
  • Disciplined, systematic problem-solving skills required.
  • Hands-on work experience with the following:
  • Hands-on work experience with Windows Operating systems and its native tools.
  • ITSM ticketing tools such as Service Now.
  • Remote desktop connectivity applications like SMS, Bomgar, WebEx, Live Meeting, and LogMeIn
  • Support for laptop, desktops, POS, and printers

Soft Skills

  • Excellent communication and conversation skills (Verbal and Written)
  • Good documentation skills
  • Should have great customer handling skills
  • Able to handle unforeseen situations
  • High level of acceptance

Skills Required: Voice,Inbound


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