Presales Specialist

Role Overview: As a Specialist in the Presales team based in Madurai, India, you will be responsible for various tasks to ensure quality standards and customer satisfaction. Your key responsibilities include: Key Responsibilities: - Adhering to quality standards such as voice and accent, tech monitoring, regulatory requirements, and company policies - Achieving First Call Resolution and minimizing Average Handling Time (AHT) along with rejected resolutions/reopen cases - Providing level 1 remote desktop support to resolve tickets, address hardware/software/network problems through telephone/email/chat within the agreed Service Level Agreement (SLA) - Maintaining a high login Efficiency (Availability) for customers - Updating worklogs and following shift/escalation processes to escalate complex problems to appropriate support specialists or route issues to 2nd and 3rd level IT support staff - Engaging in value-adding activities such as Knowledge base updates and self-development activities Qualification Required: - B-Tech degree - Primary skill set required: Data Center-Windows-Infrastructure Apps (Note: The position has only 1 vacancy available) Please note that the Auto req ID for this position is 1581131BR.,