Professional Technical Support Specialist

1 day ago

Alleppey, Kerala, India beBeeTroubleshooter Full time ₹ 6,00,000 - ₹ 12,00,000

Technical Support Professional

We are seeking an experienced technical support specialist to provide high-quality assistance to our customers through various channels.

  • You will handle escalated calls from the front-line team, resolve tickets within agreed service level agreements (SLAs), and adhere to quality standards and regulatory requirements.
  • You will ensure positive customer experience and meet defined resolution rates and average handling times (AHTs).
  • You will update worklogs, follow shift procedures, and handle all queues efficiently to achieve case closure.
  • You will also troubleshoot Outlook, VPN, Citrix, VDI, and MS Office/O365 issues, as well as provide assistance with mobility-related applications and desktop/general system problems.

Key Skills and Qualifications:

  • Excellent communication skills and 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 issues.
  • In-depth knowledge of MS Office/O365.
  • Experience in telecom is an added advantage.

Benefits of the Role:

  • Maintain high efficiency in handling escalated calls from the front-line team.
  • Resolve tickets within agreed SLAs of ticket volume and time.
  • Adequate adherence 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 AHT, rejected resolutions or reopen cases.
  • Update worklogs and follow shift for escalation process and process compliance.
  • Handle all the queues efficiently and work towards case closure.

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