Tech Customer Associate

Job Title: Technical Customer Associate- Night Shift

Experience:

3-4 years of experience in a customer service or technical customer support role dealing with US/UK clients.

Education:

Bachelors/master's degree in Computer Science, Information Technology, or a related field.

Certifications:

ITIL Foundation, or similar certifications( would be added as an advantage, not mandatory).

Technical Skills:

Basic exposure to Cloud computing Technology & monitoring tools ( AWS, Azure,site 24*7)

Software proficiency, understanding of Saas based environment production support, and common IT tools and software.

Ticketing software tools knowledge( Zendesk,remedy,servicenow,JIRA)

Primary Responsibilities:

Troubleshooting and Problem Resolution:

Diagnose and resolve technical issues related to application software, networks, and IOT over calls and emails.

Assist users with common problems, such as software malfunctions, application failures, and network connectivity issues.

Escalate complex issues to higher-level support teams when necessary.

Customer Interaction and Communication:

Maintain a positive and professional demeanor, even in challenging situations.

Act as a primary point of contact for users, providing prompt and helpful support over email, calls.

Communicate technical information clearly and concisely to users, ensuring they understand the issue and the resolution.

Incident and Request Management:

Prioritize and manage incidents based on severity and impact.

Update users on the status of their requests and incidents.

Log and track incoming service requests and incidents.

Knowledge Management:

Maintain a strong understanding of the organization's IT infrastructure and systems.

Stay up-to-date on the latest IT trends and technologies.

Document solutions and best practices to improve future problem resolution.

Other potential responsibilities:

Onboarding new users to the IT systems.

Managing user access and permissions.

Providing training and support to end-users.

Participating in projects related to IT infrastructure and systems.

key Value:

For technical customer support , key values include technical proficiency, strong communication, problem-solving abilities, a customer-centric approach, and the ability to collaborate effectively within a team.

all contributing to efficient issue resolution and user satisfaction.