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 DiplomaExpereince 1 - 3 Years Support India, Austalia and New ZealandShift Timings (24*6) /Australian and New Zealand)24*6Language Requirements (Primary/Secondary)English, Hindi Shift Timings (24*6) /Australian and New Zealand)24*7Language Requirements (Primary/Secondary)English, Hindi