Customer Service Representative Technical Support

4 days ago

Jammu, Jammu and Kashmir, India RVS iGlobal Full time

RVS iGlobal is seeking a skilled Customer Service Representative to provide technical assistance and resolve issues for customers based in the UK, USA, and Europe. In this role, you will be the first point of contact for customers, providing timely and effective support to ensure a high level of customer satisfaction.

Key Responsibilities:

  • Manage and resolve customer issues using 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 higher-level technical teams when necessary.
  • Assist in configuring and troubleshooting remote systems using Remote Monitoring and Management (RMM) tools.
  • Ensure timely follow-ups 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:

  • 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 customer 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.

Benefits:

  • Annual Bonus
  • Provident Fund
  • Performance bonuses
  • Employees State Insurance Corporation
  • Medical Insurance
  • Night Allowances
  • Pick and Drop facilities (Only for Female Staff)
  • Dayouts 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 on-site snacks
  • Flexible working

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