Technical support|international Voice
- Tech Mahindra
- 1 - 4 years
- Noida, Gurugram
- 4 years ago
- Email to a friend
- Report this job
Job Description
Techmahindra Hiring for International voice Process for Technical support for WFO for Noida Location, required immediate joiner.
Role Outline
Working within one of the organisations campaigns the successful candidate will be responsible for providing comprehensive Voice and Email support to its Customers. This will range from offering end user support to co-ordination with vendor, client problem management team & other teams whilst delivering a high level of customer service and quality of service.
Key Responsibilities
- Voice Support & Email technical Support to ensure closure as per ITIL Incident Management process.
- Follow-up/ update ticket for every call to ensure timely closure.
- Call ownership, drive to resolution and communication with customer.
- Perform Life Cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey.
- Telephonic support to End Users and co-ordination with Vendors, Client Problem Management team and other Towers.
- Proactive monitoring & Perform documented Escalation process.
- Troubleshooting on Application Support (Off Shelf or Customized)
- Troubleshooting on Printers & MFDs
- Troubleshooting on VPN software and Collaboration tools
- Troubleshooting on Password Reset tools and Remote Control tools
- Troubleshooting of MS Windows & Office, Desktops, Laptops, iPAD Peripherals and Networking
- Troubleshooting Application and Workplace IT & Communications & Collaboration Support (including IP Telephony)
- Interaction with internal and external stakeholders
Experience Essential
- Exposure to similar role for a minimum of 6 months.
Experience Desirable
- 1 year or more experience in similar role.
- Experience on Desktop support, application support
- Exposure on ITSM ticketing tools
- Working knowledge of ITIL framework.
Skills and Knowledge
- Accredited certification on maintenance of PCs, mobile devices, laptops, operating systems and printers.
- Preferably
- CompTIA A+ / Microsoft Certified Desktop Support Technician (MCDST)
- Comp TIA PDI+
- Microsoft Office Specialist (MOS)
- ITIL Service Desk Institute Analyst.
- Excellent verbal and written communication skills.
Regards,
Juhi
Business Coordinator | RMG | #lovetobeTechM
Noida Sec 127
Email : JS*******9@Te*********a.com
Visit us at https://bps.techmahindra.com/
Job Classification
Industry: BPO / Call CentreFunctional Area: Customer Success, Service & Operations, Role Category: Voice / BlendedRole: Voice / BlendedEmployement Type: Full timeEducation
Under Graduation: Any GraduatePost Graduation: MCA in Any Specialization, M.Tech in Any SpecializationContact Details:
Company: Tech MahindraLocation(s): Noida, Gurugram
Keyskills: international voice process technical support service desk networking communication skills
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