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Cognizant
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Technical Support Voice Hiring

Technical Support Voice Hiring

Cognizant

0 - 4 years

3 - 5 Lacs

Chennai

Posted:2 months ago| Platform:

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Skills Required

Communication Skills Technical Voice Process International Voice Process Technical Helpdesk Technical Customer Support

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities Opens, logs, prioritizes, assigns, and closes calls logged in the IT SD Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User Troubleshooting on Password Reset tools and Remote-Control tools Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution Routes the enquiries to Resolver Groups as appropriate Re-routes misdirected calls Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures Provides status and updates on tickets to authorized users Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction Makes recommendations for updates to the KB database Adherence to policies and procedures, closure of open calls after resolution. The Service Desk Analyst will be responsible for delivering advanced technical support to end users Preferred candidate profile Able to handle Calls and should be willing to work in 24*7 shift environment Knowledge in PC Hardware configuration Awareness of basic networking concepts, DHCP, DNS, TCP/IP, VPN and technologies Understanding on Active Directory, Networking, Messaging and Hardware necessary. Knowledge on supporting LANs, PC operating systems and desktop software Knowledge on using a variety of PC software including Microsoft Office Suite, Knowledge and understanding of end user requirements Strong customer service orientation Self-Starter Good listening skills & Ability to analyze and solve technical problems Strong problem analysis, resolution, and writing skills Good interpersonal and communication skills Analytical skills excellent spoken and written communication skills Knowledge on Service Now ticketing tool.

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Technical Support Voice Hiring