Technical Support Associate - Voice

Accountability

• First Point of Contact for users to report Technical issues
• Record all interactions through call, email or chat in the Ticketing System. Resolve issues under support boundaries and route issues beyond scope to the respective Support Groups.
• First Line Troubleshooting to be done completely using the available resources and documented before assigning/routing the tickets to the L2 Groups.
• Ensure reported issues are responded and addressed as per the defined SLA timelines
• To work towards effective and timely resolution of issues.
• Document the Learnings and contribute Knowledge Articles
• Timely Communication of Priority Issues to the respective stakeholders and coordinate until resolution.
• Document detailed and accurate notes, record them on ITSM tool
• Windows & Smartphones: Windows operating system knowledge (e.g. Windows 7, 8.1, 10), Windows smartphone and telecommunication knowledge. COTS (standard SW, standard HW)
• O365: Understanding of Microsoft Office (e.g. Office 365)

Required candidate profile

• High Level of Communication Skills and ability to comfortably handle International Customers.
• Experience in Service Desk/Technical Support and in a Call Taking Role and competent to engage in first line interactions with end users.
• Flexibility to work in a 24*7 environment is mandatory
• Knowledge about Incident and Service desk management.
• Understanding of ITIL concepts
• Documentation Skills to contribute for Knowledge Articles and Knowledge Sharing
• Ability to initiate and manage Bridge Calls and coordinate in resolving P1/P2 issues.
• Immediate joiners preferred.
• Must be graduate.

Interested candidates can contact me on

Email ID - SG001071852@techmahindra.com/ KK00890152@techmahindra.com