Associate Process Manager

1 week ago

Pune, Maharashtra, India eClerx Full time ₹ 2,50,000 - ₹ 7,50,000 per year
Description

Responsibilities

  • Serve as the first point of contact for internal users seeking technical assistance over the phone or email or any other medium
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by users
  • Walk the users through the problem-solving process
  • Responding to client support requests.
  • Contacting clients to find out the nature of the problem.
  • Troubleshooting hardware and software issues.
  • Installing and maintaining hardware and computer peripherals.
  • Installing and upgrading operating systems and computer software.
  • Troubleshooting networking and connection issues.
  • Advising on software or hardware upgrades.
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT services and application and support mechanisms
  • Record events and problems and their resolution in logs
  • Follow-up and update user status and information
  • Pass on any feedback or suggestions by users to the appropriate internal team
  • Identify and suggest possible improvements to procedures

Eligibility Requirements:

  • Proven experience as a help desk technician or other support technician role
  • Tech savvy with working knowledge of MS office, Teams/Zoom, and remote technologies
  • Good understanding of computer systems, mobile devices, and other tech products
  • Ability to diagnose and resolve basic technical issues
  • Excellent communication skills
  • Good written and verbal communication skills.
  • Customer-oriented and cool-tempered
  • Bachelor's degree / Master's degree

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