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Technical Support Engineer -L1

Keywords / Skills : Troubleshooting Hardware, Networking, Operating System, Technical Support, Technical Support Engineer, Technical support executive, Customer support engineer, Tech support, Desktop engineer, Technical support representative, TSr, Desktop support engineer

1 - 3 years
Posted: 2019-08-06

Nationality
India
Industry
ITES/BPO
Function
Customer Service/Call Centre/BPO
Role
Technical Support Executive ( voice)
Salary
3.00 - 4.50 lacs
Posted On
6th Aug 2019
Job Description
Profile:

-Troubleshooting Hardware / Networking/OS related queries of our global customers Over Phone which involves working in different time zones

-Take calls from Global customers and initiate the right response to them, positively and professionally

-Provide remote solutions to problems, probe problems and explain the solution in such a way that non-technical users understand

-Willing to work in night shifts; Excellent written & spoken communication skills

Responsibilities

• Answer contacts promptly and professionally

• Log/Validate all contacts Call Handling Database

• Resolve a high percentage of customer problems using the relevant tools and systems

• Manage end to end all calls logged, providing regular updates to customers on-call status

• Complete follow-on actions as appropriate

• Invoke Escalation Procedures within defined time frames

• Adhere to Policies & Procedures

• Work to achieve individual and team goals

• Protect confidential and sensitive information and materials

• Observe strict compliance to licensing, copyright and trademark legislation

• Accomplish other duties as required

• High Technical skillsets & Hands-on technical support experience

• Superuser of Microsoft Office

• Adherence to policy and procedures (compliance)

• Ability to multi-task and prioritize

• Ability to manage commitments to the customer, manager etc

• Ability to diagnose problems and take corrective action

• Ability to assess progress against SLA and intervene as necessary

• Ability to work with individuals to review measures and to coach towards meeting SLA’s

• Ability to escalate as appropriate



About Company

ARND Tech offers Consulting services for small and medium sized businesses. ARND Tech is an consulting Company with a wide of services that will help clients achieves cost benefits and Real Cost of Ownership RCO.

Our Core competencies are in the areas of Recruitment & IT Service Company. Our primary focus is on FULFILLMENT on all IT related services in line with the business goals.

As a leading specialist in the contract and permanent recruitment market place, organizations benefit from working with us in partnership. This helps and assists in fulfilling their needs in the areas of technology Consultant and by working with ARND Tech, our clients have more options and avenues to choose the right partner for their positions whether contract or permanent. We Endeavor to deliver talent solutions to our clients in a timely fashion to reduce any downtime or project slippage.
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