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18/03 Pradeep
HR at Prime Infosoft

Views:79 Applications:17 Rec. Actions:Recruiter Actions:6

Technical Support Role - IT (2-5 yrs)

Karnataka/Mangalore Job Code: 115437

Job Description / Requirements : 

- 2-3 years of experience in Technical Support. 

- Provide client support and technical issue resolution via Live Chat, E-Mail, phone and other electronic mediums.

- Administration of web apps 

- Diagnose reported problems or configuration issues and recommend a possible solution.

Responsibilities : 

- Drive resolutions of escalations through to completion. 

- Provide training to clients/customers/ internal teams as an when required in the use of applications/Products 

- Assist customers with Software/hardware/account/subscription/access issues 

- Maintain Support Metrics 

- Create and utilize detailed analytical reports 

- Document all technical inquiries and customer-reported problems in customer tracking database and in the bug tracking system, including the nature of the inquiry, and the resolution recommended. 

- Adhere to company policies and procedures regarding customer handling processes, service entitlement verification, and customer registration and problem escalation

Desired Skills and Competencies :

- Able to work independently and efficiently to meet deadlines. 

- Able to promptly answer support related live chats, email, phone calls and other electronic communications. 

- Self-motivated, detail-oriented and organized. 

- Hands-on experience using different devices/OS is a plus. 

- Should have experience in supporting Software solutions/applications/products 

- Should have good analytical and comprehension skills. 

- Strong understanding of customer-support standards and processes, including problem resolution, in an end-user computing environment. 

- Willing to work in shifts including night shift as required. 

- General knowledge of Microsoft / Open Office and experience creating procedural documentation. 

- Strong understanding about MS-Word, Excel. 

- Basic understanding of SQL is a plus. 

- Knowledge of IP addresses, subnet calculations. 

- Basic knowledge of electronic file formats. 

- Experience in support tools (CRM, Live Chat handling)

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