Technical Support Consultant

NAME OF PROJECT:

GENERAL DESCRIPTION OF PROJECT:

• Be part of a 24x7 Enterprise Grade Service Desk Team (to start with 24x5) =24*7
• Triage issues coming from various

  all

  channels such as phone

  (Inbound & Outbound)

  , chats, email web portal

  (Omni Channel).

• Prioritize customer urgency and issues
• Search and reuse information from internal information repositories
• Log all incidents, requests and customer interactions into the case management system
• Drive issues through the organization with urgency.
• Assess customer sentiment at all stages during the communication.
• Communicate verbally or in writing with the appropriate level of etiquette, timeliness and professionalism.
• Understand the business impact of issues.
• Stay calm under stressful conditions while driving issues forward.
• Quickly learn and apply new knowledge and concepts.

REQUIRED SKILLS FOR THE JOB:

• Must be a Technical Graduate.
• Having 2+ years previous Technical Support Center experience with an emphasis on business to business / Enterprise support interactions.
• Outstanding written & verbal communication skills in English with a neutral accent.
• Experience working in a team environment and managing a diverse workload.
• Experience in supporting software applications and troubleshooting in Windows and /or Mac environment.
• Knowledge of Adobe products would be preferred.
• Familiarity with MSI and MSP installers as well as deployment technologies such as SMS, GPO, Apple Remote Desktop would be desirable.
• Basic knowledge of Active Directory, Cloud technology, SSO would be an advantage.
• General cultural awareness, particularly for resources who are supporting customers in region other than the one they are located in (e.g., ability to detect & understand different regional accents, general knowledge of what the capital of the country is, the main cities or regions etc. to avoid having to make spelling requests to customers.