Technical support

13 hours ago

Hyderabad, Telangana, India 21st century global services Full time ₹ 46,000 - ₹ 65,000 per year

Technical support with international voice experience.

Active directory.

Office 365.

Troubleshooting.

exp: 1-3 Yrs Max.

Location: Hyderabad.

Mode of Interview: 2 Rounds Virtual.

Mode of Work: WFO 5 days.

Budget: 4.6 LPA.

Job Overview

We are seeking a Junior Technical Support professional with a focus on international voice experience for our Hyderabad location. This is a Contract-To-Hire position for candidates with 1 to 3 years of relevant work experience. The role involves technical troubleshooting and providing exceptional customer service. Candidates must be willing to work nightshifts.

Qualifications and Skills

  • Proficiency in technical troubleshooting with a focus on diagnosing and resolving technical issues effectively (Mandatory skill).
  • Demonstrated experience in international voice process, ensuring clear and effective communication with international clients (Mandatory skill).
  • Capability and willingness to work nightshifts, adapting to different time zones as required by the job (Mandatory skill).
  • Familiarity with remote desktop support, including installation, configuration, and remote troubleshooting techniques.
  • Basic knowledge of Active Directory operations, such as user management and access permissions to ensure seamless IT operations.
  • Experience with CRM Software like Salesforce or Zendesk, optimizing customer relationship management and support activities.
  • Understanding of incident management tools like ServiceNow to log, track, and resolve customer issues efficiently.
  • Strong customer service skills to maintain professionalism, patience, and a people-first attitude when handling customer inquiries and complaints.

Roles and Responsibilities

  • Provide first-level technical support via phone, email, and chat to international clients, resolving issues effectively.
  • Diagnose and troubleshoot technical issues related to hardware and software, ensuring swift solutions for customers.
  • Assist customers with remote desktop support, guiding them through setup and troubleshooting procedures.
  • Utilize CRM and incident management tools to track customer interactions and report issues promptly.
  • Collaborate with upper-tier technical teams to resolve complex issues beyond the scope of first-level support.
  • Maintain detailed and accurate documentation of all support activities and customer interactions.
  • Stay updated with the latest industry trends and technical skills to enhance support quality and efficiency.
  • Contribute to team meetings, providing insights and feedback for continuous improvement in service delivery.

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