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Technical Support

Keywords / Skills : Technical Support Engineer, Technical support, Technical Support Voice, Technical Support Operations, troubleshooting , Technical Voice Process, It tech Support, IT Support, Desktop, Admin support

0 - 3 years
Posted: 2019-10-14

Job Description
Title: Engineer- Technical Support

Location: Ambattur/Perungalathur

Experience required: 6 months and above

Education: Any Degree or 10 + 3 years of diploma without backlog 
Shifts: Night Shifts 

Summary of Position:

Support engineers serve as experts in the client products and they find solutions to problems with the products and help customers work through difficulties with the product. This includes addressing customer inquiries, concerns and taking their suggestions regarding the product. 

Role & Responsibilities:

• Handle Level 1 support (Calls, Emails & Chat) from Parallels customers which includes Technical Support, Customer Support & Presales Queries

• Technical Support includes queries related to using Parallels consumer products and resolving the issues related to these devices

• Customer Support includes queries related to warranty and RMA Status

• These voice calls should be handled with a service level of above 80% and 100% for email cases respectively as defined in the Standard Operating Procedure

• Any call or email that requires next level attention or assistance should be escalated appropriately to the SME via CRM

• Flexible work requirements (Shift extensions extra day’s) when required *

• Must be willing to work on flexible shifts & Off’s (Bound to change based on the program requirements)

Skillsets Required:

• Excellent communication and articulating skills (English) – Both Written and Verbal

• We do not expect candidates to know about our process but basics in computer technology (minimum of 6 months -year technical work experience)

• Basics on Windows OS (internet/ BSOD/peripherals setup/practicality on system drivers/ understanding of 3rd party application issues/common errors)

• Added advantage if familiar with Mac, Linux and Virtualization concept (VMware/virtual box)

• Logical thinking, problem-solving skills; Practical approach on troubleshooting and understanding a reported issue

• Basics on Windows OS (Internet, BSOD, Peripherals setup, practicality on system drivers, understanding of 3rd party application issues/common errors)

• Added advantage if familiar with Mac, Linux and Virtualization concept (VMware/Virtual box)

About Company

companies to help realize their strategic business outcomes and be future-ready. Our expertise and in-depth understanding of the enterprise & consumer product space, along with proven pedigree in Infrastructure Management, help customers increase revenues, optimize costs, enhance IT availability and business efficiency, to more than 100+ customers worldwide. Our R&D arm, CSS Corp Innovation Labs designs and develops products and IP, creates platforms and solutions to accelerate IT transformation and enable faster go to market for customers.

Our three lines of business include Tech support, infra support & carrier and network support. Technology support is in our DNA With over 5,500 technology professionals across 13 locations globally, we have a rich heritage of 14+ years in managing large and complex support ecosystems. From home devices, whether its enterprise or consumer, datacenters, applications and desktops to services, we have built our reputation on delivering stellar customer experiences. Because we chart the right support strategy, deploy the right processes and technology to enable it, and then execute impeccably – every day and every interaction.
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