Dear Candidate,
You will be employed with Movate Technologies on issues faced by the users, doing the below responsibilities, but not limited to -
- Provide world class remote assistance to users via Chat, Phone and eMail
- Assists users by remote troubleshooting and resolving technical and service issues.
- Performs tasks according to standardized policies, requiring basic analytical and cognitive skills to address technical issues.
- Provides comprehensive remote support across major operating systems -
- Chrome OS, Mac OS, Windows, Linux by utilizing readily available basic OS troubleshooting techniques.
- Follows documented procedures for issues presented and escalates further if need be.
- Delivers support for G suite applications, covering installation and basic usage -
- When necessary, escalates issues to the SMEs / Leads for resolution.
- Employs advanced troubleshooting techniques to diagnose and resolve problems efficiently.
- Assists users with access and account-related issues, following defined and documented guidelines, policies, and procedures to ensure accurate and consistent support.
- Regularly and actively participates in technical training sessions to stay up to date with the latest tools and processes, leveraging knowledge base (KB) resources to enhance issue resolution
- Proactively identifies recurring or unique user issues, providing valuable feedback for continuous improvement of support processes and troubleshooting techniques.
- Communicate effectively with non-technical users to explain solutions in an understandable manner.
Must Have Skills :
- Degree Certificate (Any, but should have good written and verbal communication skills)
- 0 - 1 years of Customer Service experience
- Excellent communication skills, should be able to hold a conversation
- Basic troubleshooting and should be able to comprehend the issues presented
- Ability to deal professionally as well as ability to learn new products and technologies
- Good customer service skills, multitasking and documentation skills
- Ability to adjust quickly to the changing priorities and implement the same per business requirements
- Basic knowledge on IT systems
Knowledge, Skills and Abilities :
- Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
- Good Analytical & Cognitive skills
Required Skills & Qualifications:
Education:
Any degree, with strong written and verbal communication skills.Experience:
01 year in customer service.Communication & Customer Handling:
Excellent communication skills with the ability to engage in conversations, comprehend issues, and provide professional support. Strong customer service, multitasking, and documentation skills.Technical & Analytical Skills:
Basic troubleshooting and IT systems knowledge, with the ability to analyze and resolve technical issues effectively. Good analytical and cognitive skills.Adaptability & Learning:
Quick to adjust to changing priorities and business requirements. Ability to learn and adapt to new products and technologies efficiently.
This role requires an individual with excellent problem-solving abilities coupled with a strong customer service orientation, and the capacity to manage multiple issues in a fast-paced environment as well the ability to communicate effectively with both technical and non-technical customers.
You will be employed with Movate Technologies on issues faced by the users, doing the below responsibilities, but not limited to -
- Provide world class remote assistance to users via Chat, Phone and eMail
- Assists users by remote troubleshooting and resolving technical and service issues.
- Performs tasks according to standardized policies, requiring basic analytical and cognitive skills to address technical issues.
Provides comprehensive remote support across major operating systems -
- Chrome OS, Mac OS, Windows, Linux by utilizing readily available basic OS troubleshooting techniques.
- Follow documented procedures for issues presented and escalate further if need be.
Has the ability to trouble shoot by -
- Problem Isolation - The engineer should be able to identify if the presented issue is due to hardware, software, network, or user-related, and systematically narrowing down the root cause.
- Employ advanced troubleshooting techniques to diagnose and resolve problems efficiently by searching in SOPs and KBs
- Diagnose hardware-related issues with desktops, laptops, printers, and peripherals, including recommending escalations to different internal departments and replacements when necessary.
- Assist in setting up, configuring, and installing new software and hardware.
- Document issues, resolutions, and troubleshooting steps for knowledge sharing and future reference.
- Communicate effectively with non-technical users to explain solutions in an understandable manner.
- Collaborate with cross-functional teams to escalate and resolve incidents.
- Support & Execute the deployment and integration of new SOPs and change in systems.
Must Have Skills :
- Excellent problem-solving and analytical skills with a focus on mid-level troubleshooting.
- 2 - 3 years of IT related Customer Service experience
- Excellent communication skills, should be able to hold a conversation
- Ability to work independently and as part of a team in a fast-paced environment.
- Ability to deal professionally as well as ability to learn new products and technologies
- Good customer service skills, multitasking and documentation skills
- Ability to adjust quickly to the changing priorities and implement the same per business requirements
Knowledge, Skills and Abilities :
- Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
- Good Analytical & Cognitive skills
What We Offer:
- Opportunities for professional development and career growth.
- A collaborative and inclusive work environment.
- Access to cutting-edge technologies and tools.
If you are interested, please share the cv to akurathi.prathyusha@movate.com
Regards,
Prathyusha Akurathi
