Technical Support Executive

Job Highlights

  • Opportunities for training and development
  • Career Advancements
  • Innovative, vibrant and energetic culture

 

Job Description

  • 5.5 days work week (Office Hours)

The 1st Level Remote Support is required to provide 1st level troubleshooting to users queries/incidents received ( in a professional and timely manner)

 

Responsibilities: 

  • Provide First Call Resolution technical support via phone and email. Ensure calls are answered and emails are responded in a timely manner.
  • Perform first level troubleshooting on all reported incidents and escalate incidents to 2nd level resolver groups as per work instructions.
  • Furnish and submit timely updates to customers on the status of outstanding issues within targeted Service Level
  • Maintain ownership of cases and follow-up on reported issues until closure and gather accurate and complete relevant information is recorded.
  • Manage customer expectations and notify Team Lead in the event of unusual surge in calls of a specific nature.
  • Handle initial classification/ prioritization of the incidents. Track the progress of resolution and provide regular updates for follow-up actions and incident status.

 

Job Requirements:

  • Min 2 year of user support experience, Desktop or Technical Service Desk
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