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- Respond to calls /emails/chats received from customer and address the customer needs or route the request accordingly.
- Ability to work on 24/7 shift basis.
- Provide technical support on operational or maintenance of a personal computers/Applications/ other products/ peripherals using documented procedures and available tools.
- Use appropriate troubleshooting techniques by using the relevant FAQ ‘s and tools to identify and isolate the defects and follow guidelines on dispatching onsite engineer, if need arises.
- Responsible to meet customer SLA’s agreed in place.
- Responsible for setting customer expectation and escalate issues in case of need/process related to the higher level in order to resolve the issue to the customer’s complete satisfaction.
- Remain up-to- date of the project in scope and also on current industry standard process and technologies.
- Appropriately log all calls accurately in helpdesk database/ CRM /ticketing system for proper customer management.
- Advise/educate customers within procedural guidelines to ensure a complete solution to their technical or service questions.
- Complete required process/technical/refresher/security training modules on time to remain competent of the knowledge to support the customer.
- Display time flexibility towards shifts as per work floor requirements.
- Analytical, articulate, result-oriented and provide excellent follow-up.
- Displays excellent communication skills (verbal & written) and works effectively with customers from various cultural backgrounds who have varied levels of technical knowledge.
- Other duties as assigned from supervisor.
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