Support Specialist

2 weeks ago

Gurugram, India POWER BRIDGE SYSTEMS PRIVATE LIMITED Full time
Job Summary

We are seeking a highlymotivated individual to join our team as an EUC Corporate HardwareCoordinator and Customer Support Specialist. In this role you willbe responsible for managing hardware activities for all GEO regionsincluding coordination of hardware returns shipments replacementsetc. Additionally you will provide customer support and servicerequest enhancements with a main focus on providing access andpermissions to systems and applications.

Job Roles andResponsibilities:

Act as the first point of contact forcustomers seeking howto assistance primarily through a ticketingsystem
Perform remote basic troubleshootingthrough diagnostic techniques and pertinent questions includingstandard IT networking and application issues
Service users via incidentrequest and change management processes
Walk the customer through theproblemsolving process. Communicate clearly. Update regularly onprogress.
Direct unresolved issues to the nextlevel of support personnel or to the right resolutiongroups.
Provide accurate information on ITproducts or services utilizing the documentation and processes inplace.
Record your activities in the ticketingsystem in alignment with processes in place (ticket queuemanagement and handling including proper ticket triagingprioritization customer updates as per existing SLA setc.)
Proactively follow up on open cases inyour queue escalating timely to management for guidance ifrequired.
Identify suggest and engage actively inpossible improvements to procedures.
Support actively ongoing documentationefforts building knowledge base articles.

Requirements Able to work independently remotely fromhome and on company premises in Bangalore
Fluent in Spoken and WrittenEnglish
Able to work EMEA & APAC officehours
Intermediate IT skills.
2 years experience working inan IT environment
Asset management experience.
Windows & MacOSoperating system experience.
Knowledge of the ITIL reference model ispreferable.

Benefits
Health insurance coverage for employeesand their families.
Retirement savings plan with employermatching contributions.
Opportunities for professionaldevelopment and advancement within theorganization.

- Able to workindependently, remotely from home and on company premises inBangalore - Fluent in Spoken and Written English - Able to workEMEA & APAC office hours - Intermediate IT skills. - 2+ yearsexperience working in an IT environment - Asset managementexperience. - Windows & MacOS operating system experience. -Knowledge of the ITIL reference model is preferable.

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