Technical IT Support Specialist

7 days ago

Chennai, Tamil Nadu, India beBeeCustomer Full time ₹ 1,04,000 - ₹ 1,30,878

IT Support Role

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  • We are seeking an IT Support professional who can provide direct technical assistance to customers via phone, email, and chat. This role involves identifying issues, creating Service Requests or Incidents based on the issue type, and providing L1 resolution.
  • The successful candidate will work diligently towards achieving KPIs/SLAs as part of a multi-skilled team. They will act as a customer advocate by working directly with customers on high-priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
  • Key responsibilities include flagging priority incidents immediately to the SME, ensuring Incident records are kept up to date throughout the life of the Incident, and executing required tracking of knowledge base usage and opportunities.
  • Additionally, the IT Support specialist will monitor auto-generated incidents from event / monitoring, ensure they are correctly prioritized, and take action accordingly. They will also understand and operate escalation procedures - escalating and progressing incidents as required while keeping the user informed.
  • This role requires strong communication skills, ability to keyboard to capture important details on a call for documentation, and proficiency in handling customer queries.
Required Skills and Qualifications">
  • Technical and Professional Expertise: Customer Handling Skills & Good communication skills (Fluency in English and Hindi is a must).
  • Incident management and usage of ticketing tools - Knowledge on O365, MS OFFICE Suite, Active Directory, Hardware and Software related troubleshooting skills.
  • Unparalleled Listening and Comprehension capabilities.
  • Proficient in handling customer queries.
Benefits">
  • Provide direct technical assistance to customers via phone, email, and chat.
  • Identifies issues create Service Request or Incident based on the issue type and provide L1 resolution.
Others">
  • Work diligently towards achieving KPIs/SLAs as part of a multi-skilled team.
  • Act as a customer advocate by working directly with customers on high-priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.

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