Job Description

Customer Support Tech

Overview

iMerit is seeking Customer Support Techs to join one of its client in their Service Desk

Operations. They are responsible for resolving problems faced by the client's customers

by identifying and analyzing issues and answering questions regarding system use.

Location: Saltlake & SHillong

Designation: Executive/ Sr. Executive- ITES

Salary: maximum up to 20 K Net (depends on experience)

Shift: Rotational shifts

Work mode: WFO

Week off: Rotational

Interview Rounds: 1. Writing Test -> 2. Ops & L&D Round-> 3. HR Round

We are looking for candidates who can join us immediately or maximum by 7 days.

What are we looking for



Fluent English speaker - This is a must.


Ticketing Tool Experience - Freshdesk would be great. But having know how

on such systems helps.


Talented Writer - Do people enjoy reading your emails and letters
Do your

sentences seamlessly transition from one idea to the next
Can you type quickly

with little to no mistakes



Grammar enthusiast - Do you know the difference between "your" and "you're"

like the back of your hand



Tech-Savvy - Is your CTRL or CMD button worn down
Have you ever

embedded anything into your own website
Can you troubleshoot like no other



Attention to detail - Did you notice "detail" is misspelled.


Team Player - Can your colleagues rely on you to provide your best work, and

always put the team first
Do you challenge them to do the same



Flexible - Testing your adaptability to work in a 24X7

Job Responsibilities


Provide semi-technical assistance and support for resolving issues and fulling

service requests related to customer enquiries.


Monitor problem reports, queries and service requests received through service

desk portal.


Open tickets for queries and service requests that are received from users via

email/chat.


Triage and analyze problem reports, queries and service requests.


Communicate with users as required to clarify problem reports and service

requests.


Run diagnostic programs to resolve problems.


Resolve problem reports, answer queries and fulfill service requests or escalate

them to Level 2 technicians when required.


Adhere to resolution time SLAs prescribed by the client with Customer

Satisfaction.


Reassign tickets as required to minimize length of technician ticket queues.


Keep users informed of actions being taken when resolution time exceeds SLAs.


Follow up with customers to ensure queries have been resolved and requested

services completed.


Contribute to knowledge base documenting resolutions and procedures for

common types of problems, queries and service requests.

Qualifications


Bachelor's degree in computer science or information technology or equivalent.


Excellent communication and customer relationship/service skills.


Ability to make informed decisions quickly regarding triage, resolution and routing

of tickets.


Logical thinking required to troubleshoot problems.


Ability to multi-task.


Proven ability to rapidly expand knowledge of new technologies and applications.


Ability to work a rotating schedule including nights and weekends.


Familiarity with Windows


Familiarity with MS office or its equivalent.


Familiarity with web-based hosting platforms preferred.


Familiarity with network monitoring tools preferred.

Job Type: Full-time

Pay: ₹15,000.00 - ₹20,000.00 per month

Benefits:

• Health insurance
• Paid sick time
• Paid time off
• Provident Fund

Schedule:

• Rotational shift

Experience:

• total work: 1 year (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: In person