Working from a standard protocol and utilizing documented processes to respond to clients issues. Some judgment may be used to supplement the outlined process.
Successfully resolve simple to moderate technical issues (related to hardware and software) from incoming client’s contacts and proactive notification systems.
Respond to service, product, technical, and client-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on client entitlement (for example more complex warranty).
Begin to proactively assist clients to avoid or reduce problem occurrence.
Work is often reviewed by the Supervisor or Team Lead.
Knowledge and Skills:
Articulate in excellent written and verbal communication skills.
Experience in client-facing roles either remote or face-to-face.
Computer proficiency with applicable software applications.
Demonstrated problem-solving skills.
Accuracy in data entry.
Excellent fluency in language to be supported.
Experience in a phone-based remote role, e- support, e-chat, or similar.
Familiarity with computer technology.
Desirable: Knowledgeable in call routing and case management processes as well as case logging systems and obligation systems.
Excellent communication skills with 0-3 Years of work experience in IT Technical Support/Service Desk is preferred
Excellent Knowledge and working experience on desktop and PC / Laptop troubleshooting related issues
1. Troubleshooting Hardware/Networking/OS related queries of our global Clients Over Phone.
2. Take calls from Global clients and initiate the right response to them, positively and professionally.
3. Deal with a wide range of products using a powerful information database.
4. Provide remote solutions to problems, inquiry problems, and explain the solution in such a way that non-technical users understand.
6. Good Communication skills are Mandatory.
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