Innovatia - Associate - Technical Support (2-5 yrs)
Key Job Responsibilities :
1 Case Management : Includes handling cases from start to finish with the ability to prioritize effectively. Completing all necessary administrative tasks including opening cases, documenting case notes, sending out correct statuses to clients, closing cases appropriately and updating cases within the Knowledge Base. A fully trained TSS would have an average of 15 cases in their possession with an average of 5 active working cases per day.
2 Customer Service : Providing a high level of customer service is essential with the ability to talk to clients at all levels, from technicians to executive in their own language. Communications include both live phone calls and emails. This includes profession and effective communication to both our direct client) and their customers.
3 Troubleshooting : This includes researching issues in order to help troubleshoot as well as stay relevant and always being willing to dig deeper. Troubleshooting involves investigating issues, identifying root cause, reaching out to peers for consultation and collaboration, simulating issue and/or scenarios in a lab environment to assist in identifying solid solutions and direction to the customer.
This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.
