Province: Delhi-NCR
Description:
Agent logs, receives and tracks trouble tickets, assigns them to a technical
specialist (could be themselves or someone else) for action and ensures that
their tickets are resolved / closed out within the ticketing system
Provides telephone support to end – users on hardware, software and other
store system related issues
Provides first – level problem resolution on the telephone with users; and
walks the user through a series of steps to determine issue; classifies level,
priority and nature of problem
Opens, tracks, taking ownership of issues and promotes end – user
satisfaction; tracks activities of technical support specialists to whom
tickets were assigned
Works with Level 2 and other escalation points to resolve technical issues
Provides Remote Access Support through various VPN connections
Provides a high level of customer service in a fast – paced environment with
phone calls, emails, and messaging
Follows up with existing tickets / inquiries, as appropriate
Accurately classifies and records details of inquiries into a web – based
ticketing system
Effectively manages / prioritizes time to ensure that minimum Service Levels
are met and / or exceeded
Strong team player Excellent written and verbal communication skills
The ability to learn quickly and independently
Be passionate about helping people and resolving issues
Initiative to use available solution articles and resources to solve problems
and take ownership of ticketed issues
Must be self – directed at troubleshooting issues; understand documented
service levels and know when / who to escalate an issue to the level of
support
Strong interpersonal skills are required
Ability to understand that user’s needs are just as important as uncovering
the technical solution
Strong attention to detail, organizational skills and ability to follow – through
Minimum of (2) years experience in a customer / user support role
Minimum of (1) year experience working with Microsoft Windows client or server
operating systems
Minimum of (1) year experience in diagnosing and resolving PC, server, and
printer problems
Strong customer service, verbal and written communication skills required
Troubleshooting skills required
Strong interpersonal communication and customer service skills Ability to
quickly learn business applications and apply this knowledge to assist end
users
Proficient in Windows 7 and use of the Internet
Must have the ability to multi – task and work well in a fast paced team
environment
Must have strong analytical and problem solving skills
Ability to maintain a friendly, upbeat and positive attitude
Desired Skills: Help Desk experience
experience with remote desktop connectivity applications like SMS, WebEx, Live
Meeting, Kaseya, and Windows Native tools
Technical Support experience in a Networked environment
Knowledge of Retail POS systems like ORPOS or Micros Xstore
Experience using a Help Desk ticketing system such as Fresh Desk ZenDesk or
Remedy
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