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Help Desk Associate

1 month ago

India Total AI Systems Inc. Full time

Total AI Systems Inc is a multi-national company with offices in the United States and India. We design and build world-class software products which we then bring to the market.


We are seeking a dedicated and customer-focused Help Desk Associate to work remotely to provide technical support to our customers. The ideal candidate will possess strong technical knowledge, excellent communication skills and the ability to think critically and creatively to resolve technical issues. This role is vital in ensuring our customers receive timely and effective support, contributing to a positive customer experience.


Responsibilities:


  • Provide technical support to customers by delivering clear and effective technical information.
  • Think critically and creatively to diagnose and resolve technical issues.
  • Identify customer problems, research answers and guide customers through the resolution process.
  • Understand and address customer problems; escalate unresolved issues to the appropriate team for further support.
  • Maintain a strong customer focus and ensure a positive customer experience.


Requirements & Skills:


  • 0-2 years experience in a help desk or technical support role.
  • Serve as the first point of contact for customers seeking technical assistance via chat, phone, or email.
  • Guide customers through the problem-solving process in a clear and understandable manner.
  • Possess a solid understanding of technology and software concepts.
  • Be well-versed in common technical issues related to our software and basic troubleshooting steps.
  • Must have experience working with Microsoft Excel and uploading accounts to an FTP server.
  • Possess exceptional written and verbal communication skills in English, preferably in a western style.
  • Demonstrate a commitment to providing a positive customer experience and going the extra mile to assist customers.
  • Effectively troubleshoot customer problems and concerns through critical thinking.
  • Be available to work the designated shift from 6:30 PM to 3:30 AM IST.



If you are passionate about technology and enjoy helping customers solve their technical issues, we encourage you to apply. Please submit your resume and a cover letter detailing your relevant experience and why you are a good fit for this role to Reena@totalcollectr.com and rachana.avadhani@totalcollectr.com.

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