Technical Support Specialist
- Quess Corp Magna
- 0 to 4 Yrs
- Hyderabad
- 5 years ago
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Job Description
- Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats, and voicemail) with end-users.
- Analyze and resolve incidents and service requests regarding the use of application software or hardware.
- Document every incident and support request in the CRM tool and ensure the tickets are closed or escalated as appropriate.
- Should have basic knowledge about computer software and hardware.
- Should stay informed about ongoing issues/outages, changes in the environment that are communicated via email and other channels regularly.
- Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First Call Resolution, and Schedule Adherence and participate in individual/group coaching sessions.
- Create a positive customer support experience and build strong relationships through deep problem understanding with a consummately professional attitude.
- Should be a self-motivated achiever who gains satisfaction from providing excellent customer service.
- Should be a quick learner and team player.
- Should be flexible to work in different shifts as ISS-Technology works 24 x 7.
- Avoid unplanned time off from work as this would have a major impact on our business.
- Excessive unplanned absence may result in disciplinary actions including termination of your services. Adheres to Code of Ethics, Vision, Mission, and Core Values.
Required:
- Excellent written, verbal, listening, analytical and logical skills.
- Easily grasp and communicate complex ideas.
- Excellent problem-solving skills.
- Knowledge of MS Office 2016 including Outlook, Exchange Servers, Office 365
- Knowledge of Computer Hardware and Software troubleshooting.
- Knowledge of Operating Systems like Window 7, 8,8.1 and 10 & Mac
- Knowledge of Network and Internet troubleshooting
- Knowledge of PDA (mobile devices) Setup & troubleshooting
- Knowledge of Active Directories
Employement Category:
Employement Type: Full timeIndustry: IT - Hardware / NetworkingRole Category: Technical Support / HelpdeskFunctional Area: Not ApplicableRole/Responsibilies: Technical Support SpecialistContact Details:
Company: Quess Corp MagnaLocation(s): Hyderabad+ View Contact
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Quess Corp Magna
Magna Infotech is a division of USD 400 + million Quess Group (quesscorp.com) which in turn is a subsidiary of USD 37+ billion - Canadian Multinational, Fairfax Financial Holding Group. Magna Infotech is the largest staff Augmentation and Solutions Company in India, USA and APAC regions. We are a ...
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