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Jr Enterprise Support Executive

Mumbai, Maharashtra, India
November 07, 2016

Location : Mumbai

Experience : 1 – 3 Years

Function : Technology - IT & Systems

Vacancy : 2

Job Description :

Job Description

IT technical support rep help resolves the technical concerns or any customer support, technical or application assistance with regards to the hardware and software problems over the phone or in person if required.

Job Duties

Provide answers to clients by identifying problems, researching answers, guiding client through corrective steps over tickets, IVR calls & live chat or anyother commutation medium to help resole the client's query

Documentation / Updation of summary of each ticket, call, chat as a casestudy for reference

Maitain the CSAT score includes TAT & FCR

Maitain quality score on calls, emails, chats or anyother medium of comunication with clients

Troubleshoot intelligence & Immediate attentions on applications to resolve live issues through remote access

Provide query resolution by directing to the relevant tutorial on knowledgbase & briefing on call.

Providing the required tutorial topics to the relevant L&D team

Implementation of strategies/ automation to minimize the tickets or customer queries

Liaising between relevant teams to resolve the queries

Identifying & providing product improvements or new products by remaining in touch with the regular concerns or new ideas

Getting trained by the development team on timely basis for all the new release, upgrades, improvements of the sofware

Maintains professional and technical knowledge by attending required product / process trainings & assesment test

Contributes to team effort by accomplishing related results as needed as per the KPI's

Qualification : Graaduate post graduate

Working Days : 6 Days a Week (10:00 AM to 7:30 PM)

Job Nature : Full Time