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Technical Support Engineer -L2

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, L2

1 - 3 years
Posted: 2019-08-06

Industry
ITES/BPO
Function
Customer Service/Call Centre/BPO
Role
Customer Service Executive (Voice)
Salary
3.00 - 4.50 lacs
Posted On
6th Aug 2019
Job Description
Profile & Responsibilities 
The analyst will need to handle escalated/unresolved/complex cases. 

• Excellent knowledge of MS applications.

This profile involves calling users to resolve these complex escalated issues via Remote Desktop Takeover.

• Willingness to work in a 24 X 7 environment is a mandate.

•Strong and proven technical track record in customer support areas like consumer/commercial/ value / managed services product support

• Preferably prior experience of training groups of agents or mentoring on technical issues

• Monitor tickets bins of all agents

• Is able to handle elevation calls with excellent communication skills

• A forerunner of ideas

• Owner for the quality model deliverables

• Performs daily / weekly / monthly ticket audits

• Assists in making the kB more robust.

• Analysis of 1st level data RCA findings and assists implementation of short term and long term improvement

• Assists the Team Leader in developing and implementing SLA performance improvement/enhancement plans 

Skill Set: 

• Good communication skills

• Pro-activeness and technical appetite to explore and obtain solutions for unknown issues.

• Should have Sound technical skills and business acumen

• Must be open to feedback

• Good conflict resolution skills

• Excellent Team player and has high conflict resolution skills

• Strong analytical & troubleshooting skills



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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