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Customer Service Representative

1 month ago

Jammu, Jammu and Kashmir, India RVS iGlobal Full time
About the Role

We are seeking a highly skilled and motivated Technical Support Specialist to join our team at RVS iGlobal. As a Technical Support Specialist, you will be the first point of contact for our customers, providing technical assistance and resolving issues to ensure a high level of customer satisfaction.

Key Responsibilities
  • Manage and resolve customer issues by utilizing 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

Required Skills and Qualifications:

  • 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

We offer a range of benefits to our employees, including annual bonuses, provident fund, performance bonuses, and more.