Executive - Customer Support - Helpdesk (1-5 yrs)

Must-Have

- Serving as the first point of contact for customers seeking technical assistance over the Phone & Self-Service tickets / Chat

- Willing to work in night shifts over prolonged period

- Excellent written & spoken communication skills

- Demonstrate effective soft skills, active listening skills and ability to empathize with customer's situation

- Effectively manage length of calls, handle time, and after call work

- Walk the customer through the problem-solving process

- Determining the best solution based on the issue and details provided by customers

- Provide accurate information on IT products or services

- Good troubleshooting skills involving:

O Assisting users with password resets and account unlock for reported incidents and requests.

- Performing remote troubleshooting through diagnostic techniques and pertinent questions

- System boot issues and Microsoft Office related issues