Technical Service Desk Specialist

1 day ago

Hyderabad Secunderabad Telangana Bengaluru Bangalore, India beBeeCustomerService Full time US$ 40,000 - US$ 80,000

Technical Service Desk Specialist - We are seeking an experienced professional to join our IT sector team. In this role, you will be the first point of contact for clients, providing technical assistance via inbound calls, emails, and chat.

Roles and Responsibilities:

  • Answer phone calls, emails, and chat messages from clients regarding technical issues.
  • Troubleshoot software and hardware problems, aiming for First Contact Resolution (FCR).
  • Escalate complex issues to the appropriate team members seamlessly.
  • Document all customer interactions thoroughly in the ticketing system.
  • Stay up-to-date on the latest technical developments and product information.
  • Provide excellent customer service, ensuring client satisfaction.

Skills Requirement:

  • Minimum 2 years of experienced Customer & Technical Support experience with a focus on First Contact Resolution.
  • Experience in Voice and Email Support for US clients.
  • Strong customer service and handling skills.
  • Excellent written and verbal communication skills.
  • Ability to work independently and as part of a team.
  • Proficiency in Microsoft Office Suite.
  • Familiarity with the ServiceNow Ticketing tool.
  • Knowledge of common technical troubleshooting tools and techniques.
  • Knowledge of ITIL Framework is required.

Qualification:

  • Bachelor's degree or equivalent practical experience.

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