Samaira Hr solutions Looking for Tech support| HelpDesk| Call handling – Technical Service Engineer at Bengaluru, Karnataka Full Time

Role: Technical Services Engineer (HelpDesk)

Location: Bangalore

Shift: Rotational Shift

Experience: 2 – 4 Years

Responsibilities:

• The Technical Services Engineer (TSE) will be actively involved in taking inbound phone calls and creating tickets for Internal Customers.
• Calles are internal customers from different locations spread across US, India, Philippines.
• Resolving level one customer issues such as VPN, Outlook, Account unlocks, and Password reset.
• The TSE must have excellent communication skills with experience in talking to Customers with American accents.
• Expected 18 -24 Months of experience in a US/Canadian Call Centre support team.
• The main activities of the TSE are to receive inbound calls, analyze and categorize reported issues, create tickets and assign to level2 support teams.
• Should be ready to work in night shifts.

Qualifications:

• The ideal candidate will have a minimum of 2 – 3 years of experience in IT Helpdesk Support Function.
• A degree from an accredited college is required.

Additional job duties:

• Work with the Level two Support team and tracking the tickets to closure.
• Responsible for ensuring agreed SLAs are achieved.
• Responsible for creating new users on the Active Directory and assigning required access rights as per users profile.
• Should exhibit decision making to escalate issues and risks to the relevant managers.
• Undertakes first level support activities in Environment Support.

Competencies:

• Experience of working in a IT HELP DESK call center serving US or Canadian customers.
• Positive customer-facing attitude and good interpersonal skills
• Ability to work independently and in a team environment
• Proficiency in handling a high volume of work with conflicting demands
• Flexibility and dedication in acquiring new responsibilities and skills

Job Type: Full-time

Salary: ₹400,000.00 – ₹500,000.00 per year

Schedule:

Education:

Experience:

• Technical support: 2 years (Required)

Speak with the employer
+91 9152808909