Support Technician

6 days ago

Manikonda Hyderabad Telangana, India RSA America Full time

**Job Title**

**Support Technician - Offshore**
Summary
The Support Technician responsibilities include handling incoming customer support tickets for customer point of sale and other software and hardware issues. Assisting customers with achieving their goals with the software, whether its user error or system issue. Deliver exceptional customer service and solutions to customer issues by ensuring timely ticket handling and providing excellent communication and follow through. Handle ongoing maintenance and ad-hoc projects as needed.

**Responsibilities**:
A **Support Technician **at will:

- Provide Excellent Customer service to both external and internal customers
- Handle incoming customer support tickets for point of sale and other software and hardware issues.
- Respond to and resolve incoming customer tickets and automated alerts
- Utilize help desk software to manage ticket lifecycle, and documentation repository for consistency in problem resolution
- Document steps taken to resolve the support call and ensure ongoing communication to the customer and team as needed
- Understand call flows and where to route and escalate tickets as needed
- Perform a variety of ongoing maintenance and support tasks and handle scheduled ad-hoc tasks as needed
- Ensure tickets are handled per the defined Service Level Agreements
- Communicate with managers and other team members to disseminate information on fixes for common issues to expand knowledgebase
- Maintain ability to work a flexible schedule, including weekends and Holidays
- Continually expand the type of issues you are able to resolve unassisted
- Maintain all monitoring alerts that are generated by our monitoring software and additional software. Alerts will have different levels of priority and importance.
- Assist with project rollouts that will consist of software deployment and system parameter updates.
- Must be able to complete any project requirements and deadlines.
- Communicate frequently with customers and team members any updates when monitoring alerts and project rollouts require communications.
- Additional duties and responsibilities as needed

**Qualifications**:
A **Support Technician **at should have:

- Education

High School Diploma

Bachelor’s Degree (preferred)
- Experience

Customer Service Experience (required)

Customer support in a call center environment (preferred)

Familiarity with Networking (preferred)

Familiarity with POS systems (preferred)

The drive to solve problems and meet goals

Familiarity with Microsoft Office Tools
- Familiarity with help desk software tools Licenses & Certifications

A+, Network+, Security+ Certification(s) (preferred)

MCSE (preferred)
- Skills & Knowledge

Basic computer skills (required)

Dress professionally and appropriately (required)

Excellent oral and written communication (required)

Ability to think, learn, and solve problems quickly (required)

Maintain ability to work a flexible schedule, including weekends and Holidays

Capable of Multi-tasking

Detail oriented

Organizational skills

Able to work independently with limited supervision and as part of a team

**Job Types**: Full-time, Regular / Permanent

**Salary**: ₹800,000.00 - ₹1,500,000.00 per year

**Benefits**:

- Health insurance

Day range:

- Weekend availability

Shift:

- Evening shift
- Flexible shift

**Speak with the employer**
+91 9701564674

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