Technical Support Representative (TSR)

Advantmed

1 - 4 years

1 - 4 Lacs

Ahmedabad

Posted:2 days ago| Platform:

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Skills Required

Technical Helpdesk Us Accent Technical Voice Process International Voice Process Excel Power point IT Service Desk Documentation Inbound Calls Chat Process

Work Mode

Work from Office

Job Type

Full Time

Job Description

Technical Support Representative (IT Service Desk)

Job Summary

Technical Support Representative at IT Service Desk acts as a first point of contact for all inbound calls and chats. This role focuses on modernizing customer experience by ensuring prompt response and updates to users.

Responsibilities and Duties

Serve as the first point of contact for customers seeking technical assistance / support or update over the phone, chat, email channel.
Gather query/issue/request detail and capture them into the ticketing system as per IT SD Process.
Acts as queue manager to ensure all cases created from all channels gets assigned to shift engineers within SLA time in consultation with on floor lead engineer / manager.
Generate various daily, weekly, monthly reports / dashboard as assigned by management.
Provide administration support on ongoing IT projects as assigned by management.
Ensure compliance and process adherence in all transaction and service delivery.
Rotational shift to provide round the clock IT Support to customers as per scheduled shift roster.
KB Documentation as per the department requirement.

Desired skills & competencies

Graduate in any discipline.
Excellent verbal and written English communication skills.
Minimum six months of experience working with US users/customers, Knowledge of US Accent.
Basic knowledge of IT Hardware, Software, Applications and Security to understand users query/issue and log them in to ticketing system.
Any IT/Hardware/Software certification/training is an added advantage.
Experience working with Excel, Word, Power point and Web based or software/application.
Adaptive Learner
Customer-centric
Analytical Person
Collaborator, team player

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