L1 Technical Support Engineer – ( Voice Process ) Bangalore

from 1 to 3 year(s) of Experience
₹ 3,00,000 - 4,00,000 P.A.

Job Description

Roles and Responsibilities


We are looking L1 Technical Support Engineer - ( Voice Process ) Bangalore . For more info contact HR Kinnera 9884001531 or Email to saikinnera0509@gmail.com



Experience : 1.5 to 3 years


Location : Bangalore


Note : Immediate Joiners only can apply

Shift : US Shift


Job Description :


• Receiving calls, Use standard greeting on calls and Logging 100% tickets of the call received.

• Register,Prioritizing and Categorization of ticket and taking remote capture to resolve.• Providing ticket number to user via phone, E-mail.

• Key in the appropriate and timely log notes in the ticket as and when there are findings / updates.

• Updating users on the ticket progress.

• Allocation to desk side support if desk side intervention required.

• Following up of ticket to closure.

• Reduce Turnaround time and increase computing time.

• Checking KB for Known errors.

• Closure of tickets in the CRM tool.

• Escalating to customer / end users as appropriate.

• Escalating to next level support.

• Tracking of mails and logging tickets accordingly.

• Responding to mails with updates on the same business day.

• Providing reports as and when required.

• Logging Incident in other tools if applicable.

• Preparing Incident checklist.

• Updating the customer on ticket progress.

• Generating new articles for Knowledge Base and publishing the same.

• Provide reference of relevant ticket.

• Monitor and record the IT downtime for individual / shift.

• Shift Hand over / take over.

• Adherence to SLAs and all the KPI metrics derived for individual, Role, program.

• Improvements to call response / resolution TAT.


Desired Candidate Profile


Primary Skills:


Strong Communication Skills Written and Verbal - Microsoft standard desktop applications including Word, Excel, PowerPoint, Exchange, Visio, and Outlook - Demonstrated experience supporting customer interactions and troubleshooting.


Secondary Skills : IT Service Desk / Helpdesk / Technical Support


Domain Expertise : ITIL Knowledge, Knowledge on Windows Platform


Perks and Benefits


Salary : 3.5 to 4lpa


Please reach out HR Kinnera 9884001531 for more info.


Regards,

Sr. HR Recruiter


Education-

UG:Any Graduate in Any Specialization

PG:

Doctorate:

Company Profile

CAPTALENT HR

Connecting capable talent to the right opportunities contact HR Kinnera 9884001531 for more info.

Company Info
View Contact Details+

Contact Company:CAPTALENT HR

Salary:

3,00,000 - 4,00,000 P.A.

Functional Area:

Other

Role Category:

Other

Employment Type:

Full Time, Permanent