Technical Support Engineer

Please find below JD.

Criteria: -

1. International tech support Background (US customers)
2. Good communication skills
3. Dealt with consumers and not internal staff
4. Computer hardware background. Good at troubleshooting issues related to PCs and laptops
5. Should have worked in Dell, Lenovo, or HP
6. Experience 1-3 years or more.  
7. Willing to work in shifts as operations will be 24x7
8. Candidate available for F2F meeting
9. Graduate and Undergraduate
10. 5 Days WFO

What you will be doing:-

1. Provide initial end user support for customers via phone, Chat or email as needed, with top customer satisfaction as our primary goal.
2. Ability to quickly understand and resolve customer issues while maintaining a polite and professional demeanor regardless of the situation.
3. Quickly identify trends, new issues and report them in a useful way to the management.
4. You will work closely with your team in a reciprocal environment to quickly resolve issues.
5. Utilize the available product test equipment to reproduce the user reported issues and figure out root cause.
6. Review issue trends and quickly highlight and provide data to management on hot issues, especially after new driver and product releases.
7. Requires high level and confident use of our user database management system.
8. Attend product and driver meetings as needed to ensure support is ready.
9. Identify and report areas for product/process improvement.

What we need to see:

•      Professional-level social skills, including ability to adjust communication to technical level of audience, and stay calm and focused in negative situations.
•          Able to demonstrate leadership skills and take ownership of customer issues reported.
•          Dedication, focus, and follow-through needed to see problems through to resolution
•          Knowledge and experience with Windows operating system, various games and graphical apps including video editing software.
•          At least 1 years of consumer technical support experience with an emphasis on gaming and graphics.
•          Strong computer skills needed to research, diagnose, solve problems, and identify solutions to customer issues
•          Work with HTPCs and other multimedia applications.
•          Having knowledge on Linux and/or Mac OS skills are a strong plus.
•          Deep, hands-on experience with RightNow/Oracle CRM systems.
•          Exceptional follow up and organizational skills
•          Willingness to align with standard procedures for proper handoff of unresolvable issues to the appropriate internal teams in order to maximize customer satisfaction
•          Outstanding customer service skills and superb communication skills to provide prompt and accurate feedback to customers
•          Superb written interpersonal skills to ensure proper recording of all customer interactions and closure of all presented issues
•          Great written communication skills are required to prepare accurate, clear, and timely reports
•          Commitment to documenting knowledge in the form of knowledge base tech notes and articles
•          Flexibility in terms of task, workloads and schedule are significant for this position

Ways to stand out from the crowd:

•          Hold a degree in a meaningful field, like Computer Science or IT. Microsoft, Linux or similar certification is a plus.
•          Aptitude for problem-solving
•          Excellent client-facing/customer service skills
•          Excellent written and verbal interpersonal skills
•          Ability to focus and follow-through to resolution of issues
•          Ability to diffuse tension and work the issue at hand
•          As a part of our team, your ideas contribute to faster resolutions, higher customer happiness rate and better overall experience for our end users.

Share your resume to js001102065@techmahindra.com / 7401616946 if interested