Tech Support Expert

10 hours ago

Malappuram, India beBeeSupport Full time

Job Title:Tech Support ExpertWe are seeking an experienced Technical Support Specialist to join our team. As a key member of our support team, you will be responsible for providing exceptional customer service and technical assistance to our clients.Key Responsibilities:Provide first-line troubleshooting and resolutions for IT & facilities related issues and queries.Log all phone calls, chats, and tickets in our system, updating with relevant information and escalating as necessary.Maintain accurate up-to-date status on all tickets with proper follow-up data and documentation.Ensure that all associates have been properly communicated before closing a ticket request.Provide technical assistance with installation, configuration, and ongoing usability of system hardware and software applications.Assist with mobile device issues (Apple, Android, Windows Phone – any others).Perform basic hardware troubleshooting remotely.Develop and maintain a technical documentation knowledge base for desktop hardware and software applications.Meet or exceed all Helpdesk metrics and process requirements - Ticket management protocols, time tracking, communication requirements, etc.Requirements:Good communication skills, able to clearly and correctly express complex technical concepts in English, both verbally and in writing.Working knowledge of Service Management Ticketing Tools like Service Now.Working Knowledge of Contact Center and Chat Support.Strong understanding of Windows Operating Systems.Strong Understanding of Network concepts and troubleshooting.Strong understanding of VPN Technologies.Capable of working 24 X 7 X 365 in a rotational shift environment.Amazing problem-solving skills.Ability to occasionally adjust work schedule to meet business needs.Ability to maintain accurate technical knowledgebase, documentation, policies, and processes to a high level.Preferred Qualifications:Excellent to Good Communication skills.Technical Skills – Proficient in Troubleshooting with Hardware, Operating system Windows & mac(Would be good), Microsoft Apps – MS Office Suite.Worked with Global Associates on calls and chats.Good Command on ticketing tool like Service Now etc. and remote assistance tools.Experience – more than 1 year in Service Desk or Help Desk Support.Benefits:A competitive salary package.Opportunities for professional growth and development.A dynamic and supportive work environment.About Us:We are a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA.

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