Specialist - Presales

Role Overview: As a Specialist - Presales based in Madurai, India, with 0-2.5 years of experience, your primary responsibility will be to ensure a positive customer experience and high customer satisfaction (CSAT). You will achieve this by adhering to quality standards, including voice and accent, tech monitoring, regulatory requirements, and company policies. Your focus will be on achieving First Call Resolution, minimizing Average Handling Time (AHT), reducing rejected resolutions, and reopening cases. Key Responsibilities: - Maintain high login efficiency (Availability) for customers - Provide level 1 remote desktop support to resolve tickets - Diagnose and resolve hardware/software/network problems via telephone, email, or chat within the agreed Service Level Agreement (SLA) of ticket volume and time - Update worklogs and follow shift/escalation processes - Escalate complex problems to appropriate support specialists or route them to 2nd and 3rd level IT support staff when necessary Qualifications Required: - Hold a B-Tech qualification - Possess primary skills in Data Center-Windows-Infrastructure Apps Additional Details: As part of your role, you will also engage in value-adding activities such as updating the knowledge base and focusing on self-development. If you meet the qualifications and are ready to take on this challenging role, we are looking for a dedicated individual to join our team.,