Alphanumeric · Worldwide
JOB CONDITIONS
Type of contract: permanent.
Model: work from home 100%
Salary base: 49.000 INR gross per month.
Benefits: internet allowance + private health insurance.
Working shift: this could vary depending on what is needed between 7 am and 8 pm EST - flexibility is required from your end - may be required to work on weekends
Training shift: 8 am to 5 pm EST.
Start date ASAP
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
• Provide timely IT service desk support to contracted clients
• Use defined procedures for responding to customer calls
• Collect information from caller and document data elements in designated tool
• Maintain records of all calls from customers using designated Service Management tool
• Provide detailed documentation of all steps involved in resolving customer issues
• Escalate issues to the appropriate department and personnel
• Investigate, examine, troubleshoot, and solve hardware and software issues quickly
• Maintain a pleasant demeanor and attitude in the day-to-day communication and interface with customers
• Provide support and instruction for client products
• Perform all procedures based on Standard Operating Procedures (SOPS) with associated testing
• Update knowledge base for all clients
• Unlock and reset passwords for user accounts
• Resolve issues for clients using designated remote access tool
• Ability to have flexible schedule to assist in responding to emergency support issues and situations
• Other duties as assigned
EDUCATION AND/OR EXPERIENCE
• Computer Science or related degree and a minimum of 1-year previous IT support experience preferably in a call center environment and/or any equivalent combination of education and experience.
CERTIFICATES, LICENSES, REGISTRATIONS
• A+ certification or equivalent experience with a Geek Squad or European Equivalent
COMPUTER SKILLS
• OKTA, ServiceNow and high proficiency in O365 (important)
• Solid computer keyboarding, multiple monitor, and touchpad skills
• General understanding of various software and hardware.
COMMUNICATION SKILLS, REASONING ABILITY AND/OR MATHEMATICAL SKILLS
• Excellent written and oral English communication skills
• Native level fluency in designated language
• Exceptional problem solving and organizational skills
• Excellent analytical and problem-solving skills
• Excellent customer service orientation
• Ability to adjust and adapt to situations in a timely manner
• Motivated self-starter, proactive with initiative to work and learn
