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Support Desk Executive

3 months ago

Thiruvananthapuram, Kerala, India Times World Information Technology Full time

Key responsibilities:

  • Diagnose and troubleshoot technical issues with hardware, software, and operating systems.
  • Provide guidance and assistance to customers on the use of products and services.
  • Escalate complex technical issues to next level for resolution.
  • Document all customer interactions and technical issues in the CRM system.
  • Collaborate with other teams, such as engineering or product development, to resolve complex technical issues and come to a solution.
  • Ensure that all customer interactions are handled in a timely and professional manner.
  • Meet or exceed performance metrics, such as first call resolution rate, average handling time, and customer satisfaction score.
  • Keep up to date with the latest technology trends and updates related to the products and services offered by the company.

Requirements (Qualifications/Experience/Competencies):

  • Excellent communication skills in English, both written and verbal.
  • Ability to work in a fastpaced environment and handle multiple tasks simultaneously.
  • Excellent problemsolving skills and ability to troubleshoot technical issues.
  • Ability to work independently and as part of a team.
  • Good customer service skills and ability to work with customers in a friendly and professional manner.
  • Flexibility to work in shifts, including night shifts, weekends, and holidays.
  • Knowledge of remote desktop tools and customer relationship management (CRM) software preferred.

Education and Experience:

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • Relevant technical certifications may be preferred.