Service Desk-service Desk Service Desk-service Desk
- Zensar
- 2 - 7 years
- Kolkata
- 3 days ago
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Job Description
Location of resource- Bangalore
This is a highly technical hands-on role that is responsible for providing Level 1 end user technical support using phone, email and live Chat. Do you love being on a team? Are you a risk taker? A helper? Enjoy assisting people with computer issues and are able to explain technical details simply, we d like to meet you. Ultimately, you will be a person our customers trust. They will rely on you to provide timely and accurate solutions to their technical problems.
What you will be doing:
Provide initial end user support for customers via phone, Chat or email as needed, with top customer satisfaction as our primary goal.
Ability to quickly understand and resolve customer issues while maintaining a polite and professional demeanor regardless of the situation.
Quickly identify trends, new issues and report them in a useful way to the management.
You will work closely with your team in a reciprocal environment to quickly resolve issues.
Utilize the available product test equipment to reproduce the user reported issues and figure out root cause.
Review issue trends and quickly highlight and provide data to management on hot issues, especially after new driver and product releases.
Requires high level and confident use of our user database management system.
Attend product and driver meetings as needed to ensure support is ready.
Quickly learn new Graphics Card technologies as needed.
Identify and report areas for product/process improvement.
What we need to see:
Professional-level social skills, including ability to adjust communication to technical level of audience, and stay calm and focused in negative situations.
Able to demonstrate leadership skills and take ownership of customer issues reported.
Dedication, focus, and follow-through needed to see problems through to resolution
Knowledge and experience with Windows operating system, various games and graphical apps including video editing software.
At least 2 years of consumer technical support experience with an emphasis on gaming and graphics.
Strong computer skills needed to research, diagnose, solve problems, and identify solutions to customer issues
Work with HTPCs and other multimedia applications.
Having knowledge on Linux and/or Mac OS skills are a strong plus.
Deep, hands-on experience with RightNow/Oracle CRM systems.
Exceptional follow up and organizational skills
Willingness to align with standard procedures for proper handoff of unresolvable issues to the appropriate internal teams in order to maximize customer satisfaction
Outstanding customer service skills and superb communication skills to provide prompt and accurate feedback to customers
Superb written interpersonal skills to ensure proper recording of all customer interactions and closure of all presented issues
Great written communication skills are required to prepare accurate, clear, and timely reports
Commitment to documenting knowledge in the form of knowledge base tech notes and articles
Flexibility in terms of task, workloads and schedule are significant for this position
Ways to stand out from the crowd:
Hold a degree in a meaningful field, like Computer Science or IT. Microsoft, Linux or similar certification is a plus.
Aptitude for problem-solving
Excellent client-facing/customer service skills
Excellent written and verbal interpersonal skills
Ability to focus and follow-through to resolution of issues
Ability to diffuse tension and work the issue at hand
As a part of our team, your ideas contribute to faster resolutions, higher customer happiness rate and better overall experience for our end users.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Customer SuccessRole: Customer Success AssociateEmployement Type: Full timeContact Details:
Company: ZensarLocation(s): Kolkata+ View Contact
Keyskills: Graphics Computer science Linux Process improvement Video editing Customer service Windows microsoft Gaming Technical support
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