Job Description

Roles & Responsibilities


Respond to customer requests from various phone, Email, or chat channels.
Resolving technical problems, and suggesting appropriate workarounds to supported applications.
Resolve customer service issues and skillfully manage complex customer service problems.
Manage customers\' expectations and experience in a way that results in high customer satisfaction.
Research, document, and escalate cases according to procedure.
Actively participate in job-related training.
Review support cases for technical and troubleshooting accuracy.
Define and describe technical best practices.
Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.


Skillset Required


Demonstrated analysis, problem-solving and skills troubleshooting expertise
Detailed, organized and results-oriented
Ability to effectively prioritize and escalate customer issues as required
Excellent written and verbal communication skills
Comfortable interacting with all levels of management
Ability to multi-task and perform effectively under pressure
Supporting MS Windows, Mac OS, iOS
Supporting hardware issues for Windows and Mac Pcs/laptop
Knowledge and experience with networking/connectivity terminologies and concepts
Knowledge and experience with Microsoft Office suites
Good understanding of ITIL terminology
Microsoft Office skills (Word, PowerPoint, Excel, Project)


Education (Essential)


Technical graduate / Technical Diploma


Expereince


1 - 3 Years


Support


India, Austalia and New Zealand


Shift Timings (24*6) /Australian and New Zealand)


24*6


Language Requirements (Primary/Secondary)


English, Hindi


Shift Timings (24*6) /Australian and New Zealand)


24*7


Language Requirements (Primary/Secondary)


English, Hindi