Technical Support Executive

Job Description:

We are looking for a
customer service oriented Help Desk Specialist who would provide technical
support to customers in an efficient and accurate manner. You will be
considered as the firm’s front liner and will solve basic technical problems
and provide support for all assigned areas. The goal is to make sure that
customer value is maintained to the standards set forth by the company.

 Provide first level
contact and convey resolutions to customer issues (issues could be like configuring
clients’ mailbox on computer iPad or smartphone or the clients’ website is not
functioning).

Ensure proper
recording of all the incidents reported by the customers by raising a support
ticket.

Walk customers
through problem solving process

Resolve Incidents
within the specified Service Level Agreements.

Properly escalate
unresolved queries to the next level of support.

Keep end users
informed about their Incidents’ status at agreed intervals.

Utilise excellent
customer service skills and exceed customers’ expectations.

 Ready to work in
24/7 rotational shifts.

 Must Have’s :

Proven working
experience in providing help desk support.

Proficiency in
English.

Working knowledge
of help desk software, and remote control tools.

Advanced
troubleshooting and multi-tasking skills.

Customer service
orientation

Linux or ITIL certification
would be an added advantage.