iMerit is seeking Customer Support Techs to join one of its client in their Service Desk Operations. These techs will extend email/chat/call support to client’s customers facing problems related to computer application. They are responsible for resolving problems faced by the client’s customers by identifying and analyzing issues and answering questions pertaining to their technical problems/queries.
Fluent English speaker – This is a must.
Ticketing Tool Experience – Service Now would be great. But having know how on such systems helps.
Grammar enthusiast – Do you know the difference between “your” and “you’re” like the back of your hand?
Hustle – Do you thrive in a fast-paced, high-pressure environment? Do you enjoy rising to the occasion to promptly serve those in need?
Tech-Savvy – Is your CTRL or CMD button worn down? Can you troubleshoot like no other?
Grit – When the going gets tough, do you level up and get things done?
Empathizer – Do you genuinely care about people and want to help them? Can you relate to someone who might be going through a difficult time and interact with them appropriately for each unique case?
Attention to detail – Did you notice “detail” is misspelled.
Sense of humor – Do you know and appreciate the power of a good laugh?
Resourceful – Are you able to research independently and discover creative solutions to challenges you may encounter?
Analytical – Can you identify trends, investigate anomalies, and communicate your findings to fellow team members?
Organized – Are you able to effectively organize and prioritize your day?
Team Player – Can your colleagues rely on you to provide your best work, and always put the team first? Do you challenge them to do the same?
Flexible – Testing your adaptability to work in a 24X7
Open tickets for queries, requests or issues that are received from users via email/chat/call.
Triage and analyze problem, queries and service requests.
Communicate with users as required to clarify problem reports and service requests.
Run diagnostic programs to resolve problems.
Resolve problem reports, answer queries and fulfill service requests or escalate them to Level 2 technicians when required.
Adhere to resolution time SLAs prescribed by the client with Customer Satisfaction.
Reassign tickets as required to minimize length of technician ticket queues.
Keep users informed of actions being taken when resolution time exceeds SLAs.
Follow up with customers to ensure queries have been resolved and requested services completed.
Contribute to knowledge base documenting resolutions and procedures for common types of problems, queries and service requests.
Any Bachelor degree with sound knowledge of information technology.
A minimum of two years prior service desk experience.
Excellent communication and customer relationship/service skills.
Ability to make informed decisions quickly regarding triage, resolution and routing of tickets.
Logical thinking required to troubleshoot problems.
Ability to multi-task.
Ability to work a rotating schedule including nights and weekends.
Familiarity with the usage of Microsoft applications like MS Outlook, MS Teams etc.
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