Customer Service Representative

1 month ago

jammu, India RVS iGlobal Full time


RVS iGlobal is currently looking for a Customer Service Representative Technical Support to support the growing demand of tech support queries coming on to our Network Operations Centre in Jammu. . In this role you will be the first point of contact for our customers based out of UK USA and EUROPE providing technical assistance and resolving issues to ensure a high level of customer satisfaction.


Job Title: Customer Service Representative Technical Support
Location: RVS iGlobal Jammu
Department: IT Support
Job Type: Onsite


About Us:

At RVS iGlobal we are dedicated to providing toptier IT solutions helping businesses around the world streamline their operations and deliver exceptional service to their customers. As a premier White Label Tech Support Company we cater to midsized and large IT businesses including Tech Providers Managed Service Providers IT Service Providers Cloud Service Providers and SAAS vendors offering 24x7x365 support.

Our unique business model allows us to deliver flexible White Label Services with a guarantee of at least 50% cost savings without sacrificing service quality. With a presence spanning across the USA Europe and Asia we are proud to be recognized for delivering excellent services from our stateoftheart Technical Operations centres located in London and India.

At RVS iGlobal we understand the importance of following our clients SLAs standards and procedures to ensure seamless and smooth service delivery. Our team of highly trained certified professionals is committed to providing exceptional technical support while adapting to the unique needs of each business we serve.

About the Role:

We are currently seeking a motivated and skilled Customer Service Representative to join our Technical Support team. In this role you will be the first point of contact for our customers providing technical assistance and resolving issues to ensure a high level of customer satisfaction.
Key Responsibilities:

  • Act as the first point of contact for customers seeking technical support via phone email or chat.
  • Manage and resolve customer issues by utilising ticketing tools to track and monitor support requests.
  • Identify diagnose and troubleshoot basic technical issues related to desktops networks and hardware.
  • Escalate complex issues to higherlevel technical teams when necessary.
  • Assist in configuring and troubleshooting remote systems using Remote Monitoring and Management (RMM) tools.
  • Ensure timely followups and resolution of tickets while maintaining a high level of customer satisfaction.
  • Provide updates and feedback to customers regarding the status of their support cases.
  • Collaborate with internal teams to ensure customer issues are resolved effectively and efficiently


Requirements


Required Skills and Qualifications:

  • Excellent verbal and written communication skills with the ability to convey technical information clearly.
  • Experience with ticketing systems such as Autotask Kaseya Zendesk or ServiceNow.
  • Knowledge of Remote Monitoring and Management (RMM) tools such as ConnectWise SolarWinds VSA or others.
  • Basic understanding of desktop troubleshooting networking and hardware components.
  • Ability to work in a fastpaced environment while managing multiple customers interactions simultaneously.
  • Strong problemsolving and analytical skills.
  • Customeroriented mindset with a focus on delivering positive experiences.

Preferred Qualifications:

  • Certifications such as CompTIA A Network or equivalent are a plus.
  • Prior experience in technical support or customer service within an IT environment.
  • Familiarity with ITIL best practices.



Benefits


Annual Bonus

Provident Fund

Performance bonuses

Employees State Insurance Corporation

Medical Insurance

Night Allowances

Pick and Drop facilities (Only for Female Staff)

Day outs for Staff

Team Lunches

Maternity/ Paternity leaves

Retirement Benefits

National and International tour packages after successful completion of service as per company policies

Paid Time Off

Flexible work schedules and workplace perks like onsite snacks

Flexible working



Required Skills and Qualifications: Excellent verbal and written communication skills with the ability to convey technical information clearly. Experience with ticketing systems such as Autotask, Kaseya, Zendesk, or ServiceNow. Knowledge of Remote Monitoring and Management (RMM) tools such as ConnectWise, SolarWinds, VSA, or others. Basic understanding of desktop troubleshooting, networking, and hardware components. Ability to work in a fast-paced environment while managing multiple customers interactions simultaneously. Strong problem-solving and analytical skills. Customer-oriented mindset with a focus on delivering positive experiences. Preferred Qualifications: Certifications such as CompTIA A+, Network+, or equivalent are a plus. Prior experience in technical support or customer service within an IT environment. Familiarity with ITIL best practices.

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