Job Description

Location of resource- Bangalore


This is a highly technical hands-on role that is responsible for providing Level 1 end user technical support using phone, email and live Chat. Do you love being on a team? Are you a risk taker? A helper? Enjoy assisting people with computer issues and are able to explain technical details simply, we'd like to meet you. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.


What you will be doing:


o Provide initial end user support for customers via phone, Chat or email as needed, with top customer satisfaction as our primary goal.


o Ability to quickly understand and resolve customer issues while maintaining a polite and professional demeanor regardless of the situation.


o Quickly identify trends, new issues and report them in a useful way to the management.


o You will work closely with your team in a reciprocal environment to quickly resolve issues.


o Utilize the available product test equipment to reproduce the user reported issues and figure out root cause.


o Review issue trends and quickly highlight and provide data to management on hot issues, especially after new driver and product releases.


o Requires high level and confident use of our user database management system.


o Attend product and driver meetings as needed to ensure support is ready.


o Quickly learn new Graphics Card technologies as needed.


o Identify and report areas for product/process improvement.


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What we need to see:


o Professional-level social skills, including ability to adjust communication to technical level of audience, and stay calm and focused in negative situations.


o Able to demonstrate leadership skills and take ownership of customer issues reported.


o Dedication, focus, and follow-through needed to see problems through to resolution


o Knowledge and experience with Windows operating system, various games and graphical apps including video editing software.


o At least 2 years of consumer technical support experience with an emphasis on gaming and graphics.


o Strong computer skills needed to research, diagnose, solve problems, and identify solutions to customer issues


o Work with HTPCs and other multimedia applications.


o Having knowledge on Linux and/or Mac OS skills are a strong plus.


o Deep, hands-on experience with RightNow/Oracle CRM systems.


o Exceptional follow up and organizational skills


o Willingness to align with standard procedures for proper handoff of unresolvable issues to the appropriate internal teams in order to maximize customer satisfaction


o Outstanding customer service skills and superb communication skills to provide prompt and accurate feedback to customers


o Superb written interpersonal skills to ensure proper recording of all customer interactions and closure of all presented issues


o Great written communication skills are required to prepare accurate, clear, and timely reports


o Commitment to documenting knowledge in the form of knowledge base tech notes and articles


o Flexibility in terms of task, workloads and schedule are significant for this position


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Ways to stand out from the crowd:


o Hold a degree in a meaningful field, like Computer Science or IT. Microsoft, Linux or similar certification is a plus.


o Aptitude for problem-solving


o Excellent client-facing/customer service skills


o Excellent written and verbal interpersonal skills


o Ability to focus and follow-through to resolution of issues


o Ability to diffuse tension and work the issue at hand


o As a part of our team, your ideas contribute to faster resolutions, higher customer happiness rate and better overall experience for our end users."