Greetings from RGBSI !
Role: Technical Support
Location: Pune(Remote)
Major Responsibilites:
Available for weekend work and/or On-Call support (some changes will need to be done when production is not scheduled)
Ability to work in 24X7 Shifts
Respond to emails from employees and customers seeking help with software- or computer-related issues
Learn the functions and back end of our software program so you can walk users through the steps to achieve specific goals
Aid the development team in conceptualizing updates and upgrades that will enhance users’ experience
Walk customers through the steps to achieve a goal in our software on the phone
Always maintain a high level of courteous customer service
Managing help desk tickets
Providing solutions and advice on technical issues
Creating manuals for technical training
Using feedback from customers to improve problem-solving techniques and customer service
Responding to texts, emails, and calls on technical issues
Documenting and analyzing technical issues and customer interactions
Attending training sessions and conferences to stay current with best practices on how to help customers with technical issues
Installing and configuring hardware and software components
Troubleshooting hardware and software issues
Upgrading systems to enable software compatibility
Installing and upgrading anti-virus software and security systems to ensure network security
Performing tests and evaluations on software and hardware
Offering information and support to users
Maintaining relationships with different employees and departments
Minimum Qualifications, Formal Education, Certification or Equivalent
B.E(CSE), B.Tech(CSE/IT/E&TC), BCA, BSc(Computer Science)
Working Experience – Nature & Length
At least 1 years of experience is required for the service desk support, already worked on handling incidents on ServiceNow or on BMC Remedy, Service Now talent will be preferred.
Relevant certifications, such as Microsoft, Cisco, and CompTIA are preferred, not mandatory. Working knowledge and expertise with a variety of software, hardware, and applications, Familiarity with O365 suits a plus.
Analytical skills to study problems and records and identify solutions.
Team-oriented attitude to help other colleagues and departments with technical problems.
Must be dependable, able to follow instructions, respond to management direction and be able to improve performance through management feedback.
Ability to plan, organize and manage time effectively and Excellent customer service skills
Highly motivated individual with the ability to work with minimal supervision.
Excellent organizational and communication skills and an ability to follow through on assigned duties independently
Experience 0 – 1 Years No. of Positions 1 Location Hybrid Model – Delhi Publish Date 27-Jan-2023 Job Description Required...
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