Technical Support Specialist

2 days ago


Mount Abu, Rajasthan, India beBeeCustomer Full time ₹ 7,50,000 - ₹ 15,00,000

Seeking a skilled Service Desk Analyst to troubleshoot mobility-related application issues, desktop/general system issues and other technical problems such as Outlook, VPN, Citrix, VDI and MS Office/O365. Key Responsibilities include:

  • Maintain high efficiency in handling escalated calls from the L1 team.
  • Resolve tickets within agreed SLA of ticket volume and time.
  • Adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.
  • Ensure positive customer experience and CSAT through defined resolution rate and minimum average handling time (AHT), rejected resolutions or Reopen Cases.
  • Update worklogs and follow shift for escalation process and process compliance.
  • Handle all queues efficiently and work towards case closure.

Requirements:

  • Excellent communication skills with international voice support experience.
  • Hands-on experience in mobility-related applications and desktop/general system issues.
  • Good experience in troubleshooting Outlook, VPN, Citrix, VDI and MS Office/O365.
  • In-depth knowledge of MS office/O365.
  • Experience in telecom is an added advantage.


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