Technical Support Consultant
- DIN Engineering
- 2 - 7 years
- Noida, Gurugram
- 1 month ago
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Job Description
NAME OF PROJECT:
Support Service Desk for Adobes Digital Marketing/Media Enterprise clients
GENERAL DESCRIPTION OF PROJECT:
- Be part of a 24x7 Enterprise Grade Service Desk Team (to start with 24x5) =24*7
- Triage issues coming from various all channels such as phone (Inbound & Outbound), chats, email web portal (Omni Channel).
- Prioritize customer urgency and issues
- Search and reuse information from internal information repositories
- Log all incidents, requests and customer interactions into the case management system
- Drive issues through the organization with urgency.
- Assess customer sentiment at all stages during the communication.
- Communicate verbally or in writing with the appropriate level of etiquette, timeliness and professionalism.
- Understand the business impact of issues.
- Stay calm under stressful conditions while driving issues forward.
- Quickly learn and apply new knowledge and concepts.
REQUIRED SKILLS FOR THE JOB:
- Must be a Technical Graduate.
- Having 2+ years previous Technical Support Center experience with an emphasis on business to business / Enterprise support interactions.
- Outstanding written & verbal communication skills in English with a neutral accent.
- Experience working in a team environment and managing a diverse workload.
- Experience in supporting software applications and troubleshooting in Windows and /or Mac environment.
- Knowledge of Adobe products would be preferred.
- Familiarity with MSI and MSP installers as well as deployment technologies such as SMS, GPO, Apple Remote Desktop would be desirable.
- Basic knowledge of Active Directory, Cloud technology, SSO would be an advantage.
- General cultural awareness, particularly for resources who are supporting customers in region other than the one they are located in (e.g., ability to detect & understand different regional accents, general knowledge of what the capital of the country is, the main cities or regions etc. to avoid having to make spelling requests to customers.
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Technical Support - Voice / BlendedEmployement Type: Full timeContact Details:
Company: DIN EngineeringLocation(s): Noida, Gurugram
Keyskills: Windows Troubleshooting Desktop Troubleshooting Printer Troubleshooting Technical Process LAN Troubleshooting OS Installation Saas Applications Troubleshooting Software Troubleshooting LAN Configuration Remote Support Technical Support Os Troubleshooting
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