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DXC - Technical Support Engineer L1
1-5 years
Bangalore / Bengaluru
DXC - Technical Support Engineer L1
Global Pharma Tek
posted 17hr ago
Job Role Insights
Fixed timing
Key skills for the job
Job Description
- Troubleshooting Hardware / Networking/OS related queries of our global customers Over Phone which involves working in different time zones
- Take calls from Global customers and initiate the right response to them, positively and professionally
- Provide remote solutions to problems, probe problems and explain the solution in such a way that non-technical users understand
- Willing to work in night shifts; Excellent written & spoken communication skills
- Answer contacts promptly and professionally
- Log/Validate all contacts Call Handling Database
- Resolve a high percentage of customer problems using the relevant tools and systems
- Manage end to end all calls logged, providing regular updates to customers on call status
- Complete follow-on actions as appropriate
- Invoke Escalation Procedures within defined time frames
- Adhere to Policies & Procedures
- Work to achieve individual and team goals
- Protect confidential and sensitive information and materials
- Observe strict compliance to licensing, copyright and trademark legislation
- Accomplish other duties as required
- High Technical skill sets & Hands on technical support experience
- Super user of Microsoft Office
- Adherence to policy and procedures (compliance)
- Ability to multi-task and prioritize
- Ability to manage commitments to customer, manager etc
- Ability to diagnose problems and take corrective action
- Ability to assess progress against SLA and intervene as necessary
- Ability to work with individuals to review measures and to coach towards meeting SLA's
- Ability to escalate as appropriate
Employment Type: Full Time, Permanent
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Global Pharma Tek Benefits
Work From Home 
Job Training 
Free Transport 
Soft Skill Training 
Health Insurance 
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