Technical Support Executive

2 days ago

Chennai, Tamil Nadu, India Trikon Telesoft Solutions Pvt. Ltd. Full time

Experience: Minimum 2-3 years preferred

Shift Timings: 3:30 AM to 12:30 PM (IST)(on-site)

Core Responsibilities:

  • Taking ownership of customer issues reported and seeing problems through to resolution.
  • Researching, diagnosing, troubleshooting and identifying solutions to resolve Internet network and telephone device issues.
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
  • Ask customers targeted questions to quickly understand the root of the problem.
  • Track network issues through to resolution, within agreed time limits.
  • Talk clients through a series of actions, via phone, email, until they've solved a reported issue
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate solutions
  • Ensure all issues are properly logged on to the ticketing system.
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their Telephone systems are fully functional after troubleshooting
  • Document technical knowledge in the form of notes and manuals
  • Maintain jovial relationships with clients

Requirements:

  • Experience with applications and help desk software.
  • Attention to detail and good problem-solving skills.
  • Excellent interpersonal skills.
  • Good written and verbal communication.
  • Knowledge about the Telecom Industry.
  • Supporting telephony hardware and applications, such as analogue, ISDN, and SIP, fax, security, modems, video conferencing units, and VoIP, among others.
  • IT/telecommunications experience
  • Experience with basic networking protocols including DNS,DHCP, VPNs, WAN/LAN TCP/IP

Job Type: Full-time

Pay: ₹300, ₹500,000.00 per year

Work Location: In person

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