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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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