- Provide technical support to users for moderately complex computer related technical problems.
- Communicate technical issues over the phone to a variety of customers
- Answer service desk telephones
- Assists the customer in resolving technical problems by providing guidance regarding software and hardware problems.
- Resolve or refer highly complex technical problems as appropriate.
- Follow up with customers to ensure that customer inquiries are resolved within the contracted or agreed upon time frame.
- Log and track inquiries using an incident management database and maintains history records and related problem documentation.
- Identify customer problems and complaints to ensure that inquiries are successfully resolved.
- Assist with KPI performance and ensure the team overall hits its associated SLA targets
Required
- Excellent customer service skills and willingness to go the extra mile helping customers
- Windows support
- basic networking
- Excellent oral and written communication skills
- High degree of responsibility, commitment and dependability
- Knowledge of Office 365
- 1-2 years previous experience in Client Services, Customer Service, Help Desk or Technical Support role
- ITSM tool usage (preferably Remedy)
- Training days will be Monday – Friday from 8:30 AM – 4:30 PM
- Please ensure agents arrive no earlier than 8:25 AM on Training Start Date
- Candidates will not be allowed to enter the building without their badge and the person who does this arrives at 8:30 AM
- Agents who miss more than 2 days of training total will be separated from the contract due to excessive attendance issues
- Agents must adhere to the dress code beginning on day one
- None of these positions are slated to work from home
- Be able to work any shift starting at 6 AM and be available to work weekends
- Additional hours will be available when business needs dictate
Thanks
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Raghav Goswami
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