Short Description

Technical Support

-Provide first line technical support ; talking to clients and computer users to determine the nature of problems

-Answer queries promptly, professionally and knowledgeably on the phone/email/Chat

-Maintain polite, professional attitude to all clients

-Installing and configuring applications, software, systems, networks, printers and scanners

-investigating, diagnosing and solving computer software and hardware faults

-Log all calls received on Salesforce accurately, efficiently and completely

-Interact with internal teams and external 3rd party vendors to trouble shoot and resolve complex problems

-Manage and take ownership of the resolution process for all customer related issues

-Ensure the provision of consistently reliable and professional service by utilizing in depth technical and product knowledge and diagnostic skills

-Develop expertise in the tools/Applications of client products that will lead to shorter resolution times.

-Escalate issues across business technical divisions expediting solutions to complex client queries and provide end to end ownership of client issues

-Undertake proactive calling to ensure customer satisfaction levels

-Proactively monitor team and make adjustments to meet optimum performance levels and advocate consistently maintained procedures

-Achieve individual & team desk targets

-Maintain good working relationships with internal departments as well as 3rd party vendors

-Demonstration of ownership of problems


Any Graduate

Job Responsibilities

  • Functional Skills and Experiences
    •  Experience working in technical support process
    •  Good communication skills (verbal & Written)
    •  2+ years’ experience in Application/Technical support
    •  Extensive problem solving and troubleshooting skills
    •  Ability to independently apply production upgrades and support the products and technologies
    •  Experience in providing services to agreed SLA’s
    •  Excellent interpersonal and communication skills

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