Provide support to End Users across North America, EMEA & Asia-Pacific. The job will require you to handle inbound calls / emails / chats regarding technical issues for end users.
Troubleshooting Hardware/Networking/OS related queries of our global customers which involves working in different time zones
Remote hardware support delivery
Perform problem-cause analysis
Resolve routine customer problem
Ability to Identify Opportunity & Implement Process Improvements.
Has technical experience and skills in the areas of problem determination, creativity and analysis.
Ability to meet a set of defined account agent productivity measurements.
Moderate to Advanced level of knowledge of Computer Hardware components and configurations.
Understanding of basic computer hardware related troubleshooting over remote mediums.
Understanding of legacy and latest Windows operating systems, configuration options and troubleshooting.
Browser Support - Internet Explorer
Moderate understanding and proficient in network connectivity troubleshooting, TCP/IP, Dial-up, Token Ring, Ethernet, LAN/WAN
Excellent oral and written communication skills.
Excellent customer service orientation
Ability to identify basic hardware parts and aware of basic hardware concepts
User level familiarity with at least one e-mail client - Outlook, Notes etc..
Skilled in commercially standard software applications and major desktop operating systems.
Awareness of basic networking concepts and technologies.
Questioning skills /probing skills, as relevant to the issue and level of the caller
UG -Any Graduate - Any Specialization, Graduation Not Required
PG - Any Postgraduate - Any Specialization, Post-Graduation Not Required
Doctorate - Any Doctorate - Any Specialization, Doctorate Not Required
Willingness to work in shifts. Candidates applying and selected for the job will be expected to work in shifts - including evening and night shifts. Shifts will 24x7 in nature and can vary depending on geographies supported.