Job Details

Technical Support Associate (International Process)||Indore

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Teleperformance India

Published

2018-01-10

Closes

2018-02-10

Location

Indore, Madhya Pradesh, India

Category

Customer Service, Software and Programming

Type

Full-time

Description

Program: Ingram

Position: 20

Job Responsibilities:

  • To deliver finest customer experience by ensuring timely and efficient responses.
  • Assist Customers to resolve their queries, appropriately raise service requests and drive customer satisfaction

Level 1 agent requirements:

  • Must be a Graduate
  • Comfortable working in rotational shifts
  • Excellent verbal and written communication skills, as well as strong analytical and problem-solving skills
  • Standard Support (general Cloud products) - General IT L1 support for the reseller’s end user customers
  • Minimum 2 years of experience in a Technical Service Desk environment
  • Working knowledge of incident management systems (developed in training)
  • Supporting the configuration, operation and troubleshooting of basic cloud service utilization and other PC/System related troubleshooting requirements for end users
  • Able to configure and troubleshoot computer and networking hardware
  • Understanding of terminology and concepts, including but not limited to: POP3/IMAP, Exchange, ActiveSync, VPN, FTP etc.
  • Working knowledge of anti-spam, antivirus and other security applications
  • Data recovery operation, triage and troubleshooting for basic cloud products
  • Any form of Microsoft of technology certification would be an asset but is not required

Level 2 agent requirements:

Level 2 agents support multiple cloud service products and will need to maintain professional multilingual correspondence with clients and keep up-to-date with new product offerings.

Agents are expected to possess technical skills typically developed with 2+ years of related work experience in technical support or help desk or service desk operations or an equivalent combination of work experience and education/certification e.g. an agent with A+, CCNA or MSCE should not require 2+ years of experience.