Technical Support Associate

This position is for a FORTUNE 100 Client based in NOIDA.

Role & responsibilities

• Be part of a 24x7 Enterprise Grade Service Desk Team.
• Triage issues coming from all channels such as phone (Inbound & Outbound), chats, email web portal (Omni Channel).
• Prioritize customer urgency and issues.
• Search and reuse information from internal information repositories.
• Log all incidents, requests, and customer interactions into the case management system.
• Drive issues through the organization with urgency.
• Assess customer sentiment at all stages during communication.
• Communicate verbally or in writing with the appropriate level of etiquette, timeliness, and professionalism.
• Understand the business impact of issues.
• Sales acumen and flair to upsell & cross sell
• Stay calm under stressful conditions while driving issues forward.
• Quickly learn and apply new knowledge and concepts.

Preferred candidate profile

• Must be a Technical Graduate B. Tech (Computer Science)
• Outstanding written & verbal communication skills in English with a neutral accent
• Open to work in a team environment and managing a diverse workload
• Knowledge of Adobe products would be an added advantage
• Basic knowledge of Active Directory, Cloud technology, SSO would be an advantage
• Insight on latest AI tools and usage
• The candidate should have experience in upselling and meeting upselling targets.

Perks and benefits

• Work from office during Training (3 months), post that hybrid working mode
• Competitive Salary
• Cab facility during odd hours
• Meal Facility
• Quarterly Rewards & Recognition
• Employee Engagement Events