Roles and Responsibilities
We are looking L1 Technical Support Engineer - ( Voice Process ) Bangalore . For more info contact HR Kinnera 9884001531 or Email to firstname.lastname@example.org
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
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.
Sr. HR Recruiter
UG:Any Graduate in Any Specialization
Connecting capable talent to the right opportunities contact HR Kinnera 9884001531 for more info.
Contact Company:CAPTALENT HR