IT Client Onboarding Associate

2 days ago

Remote, India efficiently Full time

**Job Summary**

**Essential Job Functions**

Every effort has been made to make the job description as complete as possible. However, it in no way states or implies that these are the only duties that will be required to be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or is a logical assignment to the position.
- Communicate frequently with the CSM team on down issues, licensing delays, compatibility requirements of software licenses
- Coordinate with IT Asset Manager on the administration software licenses to ensure that we have requested the purchase of upcoming licenses as well as shipment and purchasing of hardware
- Oversee the timely completeness of new hire IT checks for placements
- Review SOPs and introduce new ways of streamlining the onboarding process and experience
- As a support engineer, provide support to internal/external customers while adhering to the set SLA parameters.
- Facilitate calls with customers to explain/resolve/address the issues raised to technical support.
- Troubleshoot network and wireless connectivity of corporate users and perform initial troubleshooting and analysis of the issue.
- Collaborate and coordinate within the team in identifying and resolving customer issues.
- Capture and document all queries/concerns via the ticketing tool.
- Respond to customers in a timely manner on updates regarding their issue
- Ensure 100% adherence to the team and organizational processes.
- Engage in creating & updating Knowledgebase articles which would be in the Helpcenter.

**Qualifications**
- B.Tech in Computers/IT/ MCA/ M.Sc.(IT)
- 2-6 years in a role with customer-facing support responsibilities such as a call center, support center, trainer or similar work experience
- Demonstrated experience with communication with US based customer
- Experience with handling customer issues, and prioritization & escalation of those issue
- Strong computer skills

**Competencies**
- Professional level proficiency of English communication both written and orally
- Excellent knowledge of customer handling skills
- Ability to learn fast, problem-solve, and pick up new technologies as needed.
- Worked with a US or Canadian based Company preferred
- Initiative-taking, self-motivated, and should be a team player
- Strong Analytical and troubleshooting skills
- Process Improvement
- Superb time management and thoroughness of work
- Understanding and compliance with SOPs
- Keep current with the latest technologies.

**Position Type/Expected Hours of Work**

**Location**: This is a fully remote, full-time position.

**Shift timing**: The hours are Monday through Friday; 6:00 PM to 3:00 AM IST to align with US based customers. Occasional evening and weekend work may be required as job duties demand. Timings would change during Day Light Savings as observed in the US.

**Note**: This is a remote position, and a strong internet connection is required (company subsidy available). Power backup mandated.

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