Solugenix Corp Looking for Technical Support Executive (Voice) at Hyderabad, Telangana Full Time

Overview:
Solugenix is an information technology services firm that has a rich history of providing comprehensive technology services and solutions for more than five decades.

As a pioneer in IT services, we’ve partnered with some of the biggest global corporations across many industries. Our history was built on a foundation of partnerships with global brands like McDonald’s, Microsoft, CIT Group, Johnson & Johnson, Herbalife, Sony Pictures Entertainment, and many others. Whether it’s providing dedicated support centers, staffing quality teams, or delivering business service solutions, clients can always count on Solugenix.

Title: Technical Support Executive (Voice)

Location: Hyderabad, India

Position: Full Time

Experience: 1- 3 years

Work Hours: Any time between 5:30 PM and 5:30 AM IST (9 hours shift)

Summary of Job Function

Provide technical support for custom point-of-sale software and hardware over the phone or through remote management, delivering high customer satisfaction through excellent customer service. We’re looking for individuals with strong work ethics, excellent communication and problem-solving skills to join our help desk.

Responsibilities:
Essential Duties and Responsibilities

• Answering inbound calls or emails and troubleshooting issues through to resolution
• Provide accurate documentation for all caller incidents
• Following up with the customer on open issues
• Escalate advanced help requests as needed
• Demonstrate excellent teamwork, good behavior and ability to work within approved processes

Qualifications:
Essential Duties and Responsibilities:

• Answering inbound calls or emails and troubleshooting issues through to resolution
• Provide accurate documentation for all caller incidents
• Following up with the customer on open issues
• Escalate advanced help requests as needed
• Demonstrate excellent teamwork, good behavior and ability to work within approved processes

Competencies

• A general background in desktop support and network communications
• Comfortable with Windows O/S, Linux, Office, Exchange, SQL
• Strong customer service experience
• Strong problem-solving and research skills with the ability to take ownership of a problem
• Ability to support customers with various knowledge levels
• MUST be fluent in English with exceptional written and verbal communication skills

Infrastructure

• Wired Internet connection (cable/broadband)- WIFI is NOT permitted or supported on the provided work equipment.
• Internet Service Speed Minimum: 20 Mbps download / 5 mbps upload
• Distraction free work environment. Whether it’s your bedroom with a desk set up or a designated office within your home, you should be able to close a door to outside distractions and noise.

Mandatory Skills:
Excellent Verbal and Written Communication Skills

Email Etiquettes

Attention to Detail

Typing Skills (speed and accuracy); at least 35+ wpm

Desired Skills:
Experience working on a service management tool preferably ServiceNow (other alternatives Zendesk/Salesforce Service Cloud/ Freshdesk/Jira Service Management etc.)

Education:
Any Graduate