
Technical Support Professional
5 days ago
We are seeking a skilled Support Specialist to join our team. The ideal candidate will have excellent communication skills and experience in international voice support, as well as hands-on experience with mobility-related applications and desktop/system issues.
This role requires the ability to 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, 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.
The selected candidate will also be responsible for updating worklogs, following shift for escalation process and process compliance, handling all queues efficiently, and working towards case closure.
Key Responsibilities- 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, 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.
- Excellent Communication with International Voice Support experience.
- Hands on experience in Mobility related Application & Desktop/General system related issues
- Good experience in Troubleshooting Outlook, VPN, Citrix, VDI related issues.
- In-depth experience knowledge on MS office/O365
- Experience in Telecom will be an added advantage.
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