Technical Support Associate

Responsibilities:-

• Serve as the first point of contact for customers seeking technical assistance over the phone or email

• Handle phone calls/emails and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers.

• Perform remote troubleshooting through diagnostic techniques and pertinent questions

• Facilitate or escalate customer issues and complaints, both internally and externally.

• Direct unresolved issues to the next level of support personnel

• Co-ordinate all consumable calls in order to enable dispatch of Client & Multi-vendor consumables to customers.

• Co-ordinate all Break/Fix calls in order to enable dispatch of Client & Multi-vendor engineers to customers.

• Liaise with Various Helpdesks, Client and Third-Party Service Providers escalating through these avenues to close

• Install and test desktop software applications including antivirus and internet browsers.

• Diagnose and troubleshoot technical issues, including account setup and network configuration

• Setup desktop computers and peripherals and test network connections

• Flexibility to take on additional tasks as directed by Team Lead.

• Validate Customer details and requirements on data entry, categorize and deal with appropriately.

• Maintain accurate database information.

• Obtain call closures details on all dispatched calls.

Requirements

• Proficiency in English

• Knowledge of Computers and basic understanding of Networks, Telephony, VPN, with an excellent knowledge of MS Office

• Working knowledge of a customer focused environment.

• Proven record of delivery of excellent customer service with a minimum 1-year experience in multi-cultural customer service Call Centre environment

• Effective interactive skills and ability to work as part of a team

• Able to maintain and project a helpful and courteous attitude in any circumstances