Senior Associate-Technical

Alloys Consulting Pvt. Ltd.
  • Mumbai
  • 10-15 lakh
  • 2-7 years
  • Views
  • 17 Mar 2017

  • Operations

  • Recruitment/ Staffing
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.
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 referenceMaitain 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 accessProvide 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 queriesIdentifying & providing product improvements or new products by remaining in touch with the regular concerns or new ideasGetting trained by the development team on timely basis for all the new release, upgrades, improvements of the sofwareMaintains 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'

Competencies/Skill sets for this job

Liaising Documentation Kpi Trainings Technical Knowledge

Job Posted By

Ratan Kumar

About Organisation

Alloys Consulting Pvt. Ltd.