Help Desk Specialist

1 week ago


Hyderabad, Telangana, India Solugenix Full time

Solugenix is an IT services firm with over five decades of experience providing comprehensive technology solutions. As a pioneer in IT services, we've partnered with global corporations across various industries.

Our history was built on partnerships with leading brands like McDonald's, Microsoft, CITI Group, Johnson & Johnson, Herbalife, Sony Pictures Entertainment, and more. Whether it's dedicated support centers or business service solutions, clients rely on Solugenix.

Job Title: Help Desk Specialist (Voice)

Location: Remote

Shift Timings: Any time between 5:30 PM and 7:30 AM IST (9 hours shift). 5 days in a week (may include Sat & Sun).

Position: Full Time

Required Experience: Min. 2 yrs. in Technical Support [Tech Support on Point-of-Sale System is a plus]

Job Function:

Provide technical support for custom point-of-sale software, hardware, and peripheral devices via phone or remote management, delivering high customer satisfaction through excellent customer service.

We're looking for individuals with excellent communication, technical expertise in networking, and problem-solving skills to join our help desk team.

Essential Duties:

  • Answer inbound calls or emails and troubleshoot issues to resolution.
  • Accurately document all caller incidents.
  • Follow up with customers on open issues.
  • Escalate advanced requests as needed.
  • Demonstrate excellent teamwork, good behavior, and ability to work within approved processes.

Competencies:

  • A general background in desktop support and network communications.
  • Comfortable with Windows O/S, Linux, Office, Exchange, SQL.
  • Strong customer service experience.
  • Strong problem-solving and research skills with the ability to take ownership of problems.
  • Ability to support customers with varying knowledge levels.
  • MUST be fluent in English with exceptional written and verbal communication skills.

Infrastructure Requirements:

  • A wired internet connection (cable/broadband) - WIFI is NOT permitted or supported on provided work equipment.
  • Internet Service Speed Minimum: 20 Mbps download / 5 Mbps upload.
  • A distraction-free work environment.

Mandatory Skills:

  • Excellent verbal and written communication skills.
  • Email etiquette.
  • Attention to detail.
  • Typing skills (speed and accuracy); at least 35+ wpm.

Qualifications:

  • Any graduate.

The estimated salary for this position is around $45,000-$55,000 per annum, depending on qualifications and experience.



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