Technical Support Executive

Experience: Minimum 2-3 years preferred

Shift Timings: 3:30 AM to 12:30 PM (IST)(on-site)

Core Responsibilities:

• Taking ownership of customer issues reported and seeing problems through to resolution.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve Internet network and telephone device issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Ask customers targeted questions to quickly understand the root of the problem.
• Track network issues through to resolution, within agreed time limits.
• Talk clients through a series of actions, via phone, email, until they’ve solved a reported issue
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate solutions
• Ensure all issues are properly logged on to the ticketing system.
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their Telephone systems are fully functional after troubleshooting
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients

Requirements:

• Experience with applications and help desk software.
• Attention to detail and good problem-solving skills.
• Excellent interpersonal skills.
• Good written and verbal communication.
• Knowledge about the Telecom Industry.
• Supporting telephony hardware and applications, such as analogue, ISDN, and SIP, fax, security, modems, video conferencing units, and VoIP, among others.
• IT/telecommunications experience
• Experience with basic networking protocols including DNS,DHCP, VPNs, WAN/LAN TCP/IP

Job Type: Full-time

Pay: ₹300,000.00 - ₹500,000.00 per year

Work Location: In person