Roles and Responsibilities
- More than 3 year experience in Tech Support process.
- Experience in troubleshooting - Software installation, PC security, User account /email management, Operating System issues, Networking and Connectivity issues
- Experience in Case / ticket management with compliance with SLA and accuracy
- Soft skills like communication, flexibility, patience, and problem solving
- Understanding on the Order to Activate (02A) process for telecom service providers
- Good communication skill in managing the customer's escalation and analytical skill on root cause analysis of the issue
- Work cross functionally with advanced technical support teams to manage escalation mailboxes and ensure timely and accurate resolution within defined Service Level Agreements.
- Well versed with Contact Center KPIs
- Hands on experience in BMC incident management system (detailed description of the steps, tested possible solutions, solving problems within a specified time).
Role:Technical Support - Voice / Blended
Salary: Not Disclosed by Recruiter
Industry:IT Services & Consulting
Role CategoryVoice / Blended
Employment Type:Full Time, Permanent
Prodapt Solutions Private Limited