Technical Support Analyst

Job Description

Role & responsibilities Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats and voicemail) with end users. • Analyze and resolve incidents and service requests regarding use of application software or hardware. • Document every incident and support request in the CRM tool and ensure the tickets are closed or escalated as appropriate. • Should have basic knowledge about computer software and hardware. • Should stay informed about ongoing issues/outages, changes in environment that are communicated via email and other channels regularly. • Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First Call Resolution, and Schedule Adherence and participate in individual/group coaching sessions. • Create a positive customer support experience and build strong relationships through deep problem understanding with a consummately professional attitude. • Should be a self-motivated achiever who gains satisfaction from providing excellent customer service. • Should be a quick learner and team player . • Should be flexible to work in different shifts as ISS-Technology works 24 x 7. • Avoid unplanned time off from work as this would have major impact on our business. Excessive unplanned absence may result in disciplinary actions including termination