5.0 - 9.0 years

0 Lacs

karnataka

On-site

You are seeking a dedicated and skilled experienced Technical Analyst to join the first level response customer support team. Your main responsibility will be to provide exceptional technical assistance to customers via chat and phone, ensuring timely and effective resolution of their issues. It is essential for you to possess excellent communication skills, troubleshooting and technical expertise, as well as a customer-focused approach. Additionally, you will support junior team members and aid in decision-making for challenging situations. Your key responsibilities include triaging Australia based customer requests or issues raised via ServiceNow, mails, or calls, and advising the user promptly and professionally via chat or phone. You will diagnose and troubleshoot technical problems, offering clear and concise solutions. Moreover, you will be responsible for performing regular system health checks, user ID maintenance, system performance tuning, and capacity planning. In case of complex issues, you are required to escalate them to the appropriate department or personnel. It is crucial to document customer interactions, including inquiries, complaints, and actions taken in ServiceNow, and follow up with customers to ensure their satisfaction. Keeping up-to-date knowledge of the company's products, services, and support policies is also part of your role. Furthermore, collaborating with team members to achieve overall customer request resolution, ensuring compliance with company policy requirements and demonstrating the ability to work independently while being a proactive team player are essential aspects of the position. You will also assist in developing and implementing Knowledge Articles and procedures to enhance operational efficiency, as well as manage and mentor junior IT staff to ensure their professional development and effective performance. To be eligible for this role, you should have a graduation in Information Technology or equivalent, with additional technical certifications in Windows being a plus. Relevant certifications such as ITIL Certified Professional would be advantageous, along with a minimum of 5 years of relevant IT experience. Your technical skills should include proficiency in Windows operating systems, networking concepts, hardware components, cloud services, security principles, and technical support tools. Additionally, you must have strong analytical and technical troubleshooting skills, along with excellent verbal and written communication skills in English. A customer-focused attitude, willingness to learn new technologies, effective multitasking abilities, and commitment to providing exceptional service are essential qualities for this position. This is a full-time mid-level role based in Bengaluru, Karnataka, India, within the Information Technology (IT) sector of the Commercial Real Estate industry at Colliers.,

Posted 2 days ago

Apply

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.