Technical Associate – L1.5 - Remote Support
Genpact
Hyderabad, India
3d ago

Responsibilities

  • Providing initial remote technical software & hardware support to clients
  • Consistently interacting with customer and supervisors to have the issue solved
  • Analyzing problems / situations, understanding problem impact on client business
  • Applying problem solving techniques
  • Responding to client queries, providing timely resolutions to client issues
  • Maintaining the highest client happiness
  • Maintaining positive client relationships even in severe situations
  • Logging all related activities for each customer query and handling client data securely
  • Respond to requests for technical assistance in person, via phone, electronically
  • Follow service desk procedures
  • Performing problem management and end-to-end problem ownership
  • Identify and bring up situations requiring urgent attention
  • Make sure the process conformity and SLAs are accomplished.
  • Qualifications we seek in you!

    Minimum qualifications

  • Minimum of a Bachelor's degree in related field Preferably in Computer Science, Information Systems, or related field.
  • Preferred qualification

    Customer management, Team management, Good Interpersonal and Communication skills, Detail Oriented, Problem solving and Analytical ability, Reasoning skills, Work Under Stress in multiple time zones.

  • Must have a technology and service desk background
  • Multitasking skills.
  • Confirmed work experience as operations supervisor
  • In-depth knowledge of performance metrics
  • Experience / understanding of ITIL methodology
  • Preferred Skills

  • Proven work experience as a team leader or supervisor
  • In-depth knowledge of performance metrics
  • Niche know how on Databases, Windows, Network, Active Directory, Virtualization
  • Customer facing experience
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