_ Hyderabad _ Technical Support

14 hours ago

Hyderabad, Telangana, India Movate Technologies Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Role & responsibilities

Job Description for Help-desk Support Trainee

You will be employed with Movate Technologies on issues faced by the users, doing the below responsibilities, but not limited to -

  • Provide world class remote assistance to users via Chat, Phone and eMail
  • Assists users by remote troubleshooting and resolving technical and service issues.
  • Performs tasks according to standardized policies, requiring basic analytical and cognitive skills to address technical issues.

Principle duties and responsibilities | Job Description :

  • Provides comprehensive remote support across major operating systems -

  • Chrome OS, Mac OS, Windows, Linux by utilizing readily available basic OS troubleshooting techniques.

  • Follows documented procedures for issues presented and escalates further if need be.

  • Delivers support for G suite applications, covering installation and basic usage -

  • When necessary, escalates issues to the SMEs / Leads for resolution.

  • Employs advanced troubleshooting techniques to diagnose and resolve problems efficiently.

  • Assists users with access and account-related issues, following defined and documented guidelines, policies, and procedures to ensure accurate and consistent support.

  • Regularly and actively participates in technical training sessions to stay up to date with the latest tools and processes, leveraging knowledge base (KB) resources to enhance issue resolution
  • Proactively identifies recurring or unique user issues, providing valuable feedback for continuous improvement of support processes and troubleshooting techniques.
  • Communicate effectively with non-technical users to explain solutions in an understandable manner.

Must Have Skills :

  • Degree Certificate (Any, but should have good written and verbal communication skills)
  • 0 - 1 years of Customer Service experience
  • Excellent communication skills, should be able to hold a conversation

  • Basic troubleshooting and should be able to comprehend the issues presented

  • Ability to deal professionally as well as ability to learn new products and technologies

  • Good customer service skills, multitasking and documentation skills
  • Ability to adjust quickly to the changing priorities and implement the same per business requirements
  • Basic knowledge on IT systems

Knowledge, Skills and Abilities :

  • Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
  • Good Analytical & Cognitive skills

Required Skills & Qualifications:

  • Education: Any degree, with strong written and verbal communication skills.
  • Experience: 01 year in customer service.
  • Communication & Customer Handling: Excellent communication skills with the ability to engage in conversations, comprehend issues, and provide professional support. Strong customer service, multitasking, and documentation skills.
  • Technical & Analytical Skills: Basic troubleshooting and IT systems knowledge, with the ability to analyze and resolve technical issues effectively. Good analytical and cognitive skills.
  • Adaptability & Learning: Quick to adjust to changing priorities and business requirements. Ability to learn and adapt to new products and technologies efficiently.

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