Urgent Openings for Product Support Executive
- PES Hr Services
- 5 Positions
- 9 months ago
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Job Description
Responsibilities:
Help resolve technical questions for the customer efficiently and effectively
Manage customer expectations regarding estimated response times for issue resolution.
Collaborate with Technical Support team members to properly manage customer inquiries and escalate when
appropriate
Performing remote troubleshooting through diagnostic techniques and pertinent questions through Phone, chat
and email communication channels
Meet SLAs like response and resolution times of tickets
Identify and suggest possible improvements on procedures
Logs incidents and service requests and maintains relevant records:
I. Identifies and classifies incident types and service interruptions
ii. Records incidents cataloguing them by symptom and resolution
Vendor management
I. Tracking and updating tickets logged with vendors
ii. Analysed vendor performance
Ensure Internal coordination for availability of PRD Desk Executives with 24 x 7 shift coverage, roster timing and
shift adherence
Adherence to Policies and procedures
Trouble tickets categorization
Timely coordination with respective managers and engineers for ticket updates and closure within SLA
Skills required:
Proven experience as a help desk technician or other customer support role
Good understanding of computer systems, servers and other tech products
Ability to diagnose and resolve basic technical issues
Excellent communication skills
Proficiency in English
Customer-oriented and cool-tempered
Good Team Player
Should be proactive in learning and taking initiatives
Excellent time management
The ability to handle pressure and meet deadlines
Should have knowledge about MS office (Outlook, PPT and Excel)
Pref candidates between Virar to Dadar
Should be able to work at client locations in Mumbai in case of requirement
Shifts: 24X7 Shifts (Afternoon & Night shifts)
Work offs: Rotational Any 2 days
Qualification: BSc/BA in IT, Computer Science or relevant field (Good to have ITIL certification)
Graduate Freshers can apply
For any queries kindly contact
90hidden_mobile9 / Email id- hidden_email
Employement Category:
Employement Type: Full timeIndustry: BPO / Call CenterRole Category: Technical Support / HelpdeskFunctional Area: Not SpecifiedRole/Responsibilies: Urgent Openings for Product Support ExecutiveContact Details:
Company: PES HR ServicesLocation(s): Boisar,
Keyskills: excel ticketing tools troubleshooting technical support outlook configuration desk executives
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PES Hr Services
Company is one of the leading names involved when it comes to offering solutions pertaining to the web in order to cater with the demands of the corporate world. With a team of dedicated individuals and the trust that our customers have in us, we have reached the great heights. With a well-establish...
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