Technical Support Representative

Job Description

Designation – Technical support Engineer Work from Office Graduation is mandatory. Excellent communication skill is mandatory Job Responsibilities. Handle incoming email or chat activity and process/complete tasks identified in cases received through CRM portal and assigned queues Triage incoming cases received by CRM. Prioritize & Assign by priority category, offer case acknowledgment & expectations to customer Provide application support by creating cases, conducting & documenting initial discovery, and escalating when necessary Adhere to established SLAs, and productivity/performance goals Provide world class Customer Support by delivering service in accordance with values Perform database searches Gain an understanding of the product line and the role . Remain empathetic and concerned with resolving the customer’s issue Discussing trouble-ticket activity and incidents in face-to-face meetings with team management Typing incident notes, compiling reports and troubleshooting Help Desk incidents to resolution Handle a high workload and managing the customer expectations Candidate details: Education: Any Graduation/Post Graduation Experience: 1 -2 years of working in the call center environment or providing technical support in related fields English level: Excellent written and verbal communication skills (90% English fluency) Testing: Successfully passing of the technical assessment, the logic exam, typing test, on-site interviews, and drug screening Skills required: Telephone communication skills: Remain empathetic and courteous while chat or email to customers about difficult, time-sensitive issues. Excellent time management skills: Be able to work cases in a timely manner and adhere to break/lunch schedules Good written communication skills: To be able to document cases accurately Multitasking Ability: To work in multiple technical mediums simultaneously while remaining attentive to customer and their concern.