Level 1 technical Support -Mumbai Location

• JOB DESCRIPTION:
• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Ask customers targeted questions to quickly understand the root of the problem
• Talk to customers through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain jovial relationships with clients
• Should have knowledge in SQL Queries

Soft Skills:

• Excellent problem-solving skills and Documentation Skills.
• Proven customer service skills.
• Good communication skills (Verbal & Written) and ability to work within a support environment.
• Should be proficient in Hindi

Budget- 2 LPA to 4 LPA