About the role
Responsibilities:
• Engage with end-users to deliver effective technical support and issue resolution.
• Diagnose and troubleshoot hardware, software, network, and application problems.
• Guide users through step-by-step solutions and provide clear instructions.
• Escalate complex issues to higher-level support, maintaining ownership until resolution.
• Collaborate with cross-functional teams for prompt issue resolution and effective communication.
• Document interactions and solutions in the help desk ticketing system for reference and knowledge base enrichment.
• Continuously improve support processes and stay updated with technology trends.
Profile:
• Proven Help Desk Technician experience with focus on live chat or telephone remote support.
• At least 3 years of technical support experience.
• Passion for excellent customer service and helping users.
• Excellent written communication skills for explaining complex technical concepts simply.
• Proficiency in live chat tools and help desk ticketing systems.
• Solid understanding of hardware, software, networking, and operating systems.
• Proficiency in Office 365, Windows, macOS, and Exchange Online troubleshooting. Experience with Azure and Intune a plus
• Thrives in fast-paced environment, handling multiple chat sessions.
• Strong problem-solving skills, thinking critically under pressure.
• Exceptional time management, prioritizing tasks effectively.
• Patience, empathy, and positive attitude with end-users.
• Basic knowledge of remote desktop tools and techniques.
Skill Set:
• Live Chat and phone Support Experience
• Troubleshooting and Issue Resolution
• Customer Service Excellence
• Proficiency in Windows, macOS, and Exchange Online Troubleshooting
• Technical Knowledge (hardware, software, networking)
• Communication Skills (written and verbal)
• Help Desk Ticketing Systems
• Problem Solving and Critical Thinking
• Multitasking and Time Management
• Patience and Empathy
• Remote Desktop Tools
• Collaboration and Teamwork
24*7 shift