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Job Description:
Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.
Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
Responsibilities:
First point of contact for all end user reporting technical issues over the phone, Chat or email or web.
Responsible for providing the first-line of technical support of hardware, Operating Systems, sub-systems and/or applications for customers and/or employees
Performing remote troubleshooting through diagnostic techniques and pertinent questions
Applies basic diagnostic techniques to identify issues, investigate causes and recommend solutions to correct common failures
Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements
Escalates, if needed, unresolved or complex issues to the Remote Support Engineering staff or Field Engineering or respective support groups
Maintains call quality and response times as per the agreed SLA’s. Strict adherence to meeting all the agreed SLAs and KPIs
Log all incidents and requests in the ITSM tool. Maintains records of calls and ensure all cases are updated in the system and Categorize and record reported queries and provide solutions
Advise users on appropriate course of action
Monitor issues from start to resolution
Systematically interprets user problems and identifies solutions and possible side effects. Ability to paraphrase and trouble shoot issues
Uses experience to address user problems and interrogates database for potential solutions.
Responds to common requests for service by providing information to enable fulfilment. Promptly allocates unresolved calls as appropriate.
Maintains records, informs users about the process and advises relevant persons of actions taken
Adhere to the documented policies and procedures
Pass on any feedback or suggestions by customers to the appropriate internal team
Engages other support teams or resources as & when appropriate to resolve tickets
Use appropriate CTI classification for incidents and requests
Create a positive end user experience and build a good rapport with the customer by ensuring timely resolution, escalation or communication of status updates
Maintain confidentiality with regards to client / customer information & adhere to the NDA guidelines
Identify major incidents and invoke the major incident management process
Identify new issues and contribute to Knowledge Base development
Install, modify, and repair computer hardware and software.
About Company:
