Job Description

Job description Help Desk Technicians to provide L1 and/or L2 support to end users on a variety of issues. Identifies, researches and resolves technical problems. Responds to phone calls, emails and personal requests for technical support. Properly documents and monitors user issues to ensure a timely resolution and to develop a comprehensive problem resolution database. They help to define technology support policies and procedures and work to continually improve call handling and resolution. Major Duties and Responsibilities: 1. The selected resource will be responsible, particularly during US working hours ( India night shift) answering requests by phone, email and other means from technology users who are in need of advice or troubleshooting. They need to greet the walk-in visitors for the same. The focus of this position is immediate diagnosis and resolution or escalation to an appropriate staff member of problems with the use of technology. 65% 2. Authors Knowledge Management documentation based on the per-defined process. Contributes to the capture, search and use of company information assets including databases and documents as well as the tactical steps to troubleshoot. 20% 3. Proactively researches technology user needs with reference material, vendor helplines, knowledge sharing, and participation in training to maintain current knowledge about computer and software systems in order to provide a high level of customer service to the University. 5% Other: Performs related duties as necessary to support the company mission. 5% Experience required:

• Minimum 7 years of job-related experience in a fast-paced customer service or technical support environment answering multiple incoming calls.
• Requires real-world experience in hardware and software troubleshooting and repair (or equivalent certification).
• Proven intermediate computer literacy required.

Skills required:

• Excellent customer service skills,
• Excellent communication skills are required.
• Intermediate computer skills, including (but not limited to) word-processing, data entry, and desktop publishing, and Colleague/Benefactor software.
• Conflict resolution skills, effective call handling, problem management, and diagnostic questioning techniques.
• Critical Thinking, Decision Making, Communication and Collaboration.

Job Type: Full-time Salary: From 9400,000.00 per year Benefits:

• Provident Fund

Day range:

• Monday to Friday

Shift:

• Night shift

Ability to commute/relocate:

• Akkayapalem, Visakhapatnam - 530016, Andhra Pradesh: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Software troubleshooting: 7 years (Required)
• Conflict management: 7 years (Required)