Technical Support Associate
- Tech Mahindra
- 1 - 6 years
- Noida, Gurugram
- 4 months ago
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Job Description
- Interacting with customers who are contacting customer support for assistance via phone
- Collecting and verifying information provided from the contact to accurately and quickly deliver solutions that restore service
- Identifying correct knowledgebase solutions to use in performing necessary steps to deliver solutions that restore service to specific applications
- Working within a service management application to provide caseincident logs for restoration rate accountability and process adherence
- Escalating unresolved issues to the next level of support when required by process
- Adhering to Priority service levels and assigning these appropriately for the described issue using provided support processes
- Engage with first level support contacts from internal/external UPS end-users
- Communicate resolution to software/hardware errors & malfunctions
- Provide feedback on procedures
- Troubleshoot/dispatch basic hardware issues
- Probe, isolate, and troubleshoot supported application problems
- Handle general ID resets, email issues, Internet Explorer issues
- Responsible for meeting established individual and team performance targets include Average Speed of Answer, service level, resolution, productivity and quality standards
- Maintain up-to-date knowledge of products, services, and resource materials to provide adequate support and accurate information to customers
- Adhere to established attendance and punctuality guidelines
- Support first line TSRs in more complicated tasks
- Create new know-how solutions based one fixed issue
- Providing mentorship and training to new TSRs
- Cloud Application support related to internet browsers
- Ability to understand and troubleshoot hardware and software issues remotely through screen sharing software
- Ability to identify, adapt, and apply approaches in problem solving
- Overall cursory understanding of ecommerce web sites and APIs
- Good communication skills, and with good written and oral English.
- Experience working in a customer-centric environment
- IT service desk relevant experience, and knowledge of computer/Printer/Apple devices Maintenance.
Salary up to - 7.5 LPA
Both side Cab facility
Location- Noida
Kindly contact HR Garima- 7982850*** (Monday to friday , 12:30Pm to 6Pm )
Share your resume : GB*******2@te*********a.com
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & Operations,
Role Category: Voice / Blended
Role: Technical Support - Voice / Blended
Employement Type: Full time
Contact Details:
Company: Tech MahindraLocation(s): Noida, Gurugram
Keyskills: Communicative English IT Service Desk advance english Technical Voice Process International Voice Process Technical Helpdesk International Calling
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