Helpdesk Associate

1 week ago

Gurugram Haryana, India Hashmap Full time

**Roles & Responsibilities**
- Resolve customer service issues and skillfully manage complex customer service problems.
- Manage customers' expectations and experience in a way that results in high customer satisfaction.
- Research, document, and escalate cases according to procedure.
- Actively participate in job-related training.
- Review support cases for technical and troubleshooting accuracy.
- Define and describe technical best practices.
- Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.

**Skillset Required**
- Demonstrated analysis, problem-solving and skills troubleshooting expertise
- Detailed, organized and results-oriented
- Ability to effectively prioritize and escalate customer issues as required
- Excellent written and verbal communication skills
- Comfortable interacting with all levels of management
- Ability to multi-task and perform effectively under pressure
- Supporting MS Windows, Mac OS, iOS
- Supporting hardware issues for Windows and Mac Pcs/laptop
- Knowledge and experience with networking/connectivity terminologies and concepts
- Knowledge and experience with Microsoft Office suites
- Good understanding of ITIL terminology
- Microsoft Office skills (Word, PowerPoint, Excel, Project)

**Education (Essential)**
- Technical graduate / Technical Diploma**Expereince**
- 1 - 3 Years**Support**
- India, Austalia and New Zealand**Shift Timings (24*6) /Australian and New Zealand)**
- 24*6**Language Requirements (Primary/Secondary)**
- English, Hindi**Shift Timings (24*6) /Australian and New Zealand)**
- 24*7**Language Requirements (Primary/Secondary)**
- English, Hindi

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