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    Associate L1 - Bengaluru, India - Publicis Re:Sources India

    Publicis Re:Sources India
    Publicis Re:Sources India Bengaluru, India

    Found in: Talent IN C2 - 3 days ago

    Default job background
    Full time
    Description

    Job Description

    Deliverables

    Achieve defined R&R in terms of:

  • Closure
  • SLA
  • CSAT score
  • Calls Stats

    • Title

    Associate L1

    Skills (must have)

  • B.Tech or other graduation in Information and technology degree is must.
  • MCP certification
  • 24/7 environment support model.
  • Minimum 1 year experience in information technology or technical support
  • Good understanding of software/hardware platforms, OS, Network and voice infrastructure
  • Working knowledge of security software options and functionality preferred
  • Strong communication, interpersonal and analytical skills to effectively communicate with all levels of employees. Excellent multitasking skills.
  • Familiarity with remote desktop applications and help desk software (eg. Bomgar)
  • Ability to work in fast paced self-directed environment
  • Extensive familiarity with Windows operating systems and MS Office products

    • Skills (good to have)

  • ServiceNow knowledge
  • Outstanding customer service skills and dedication to providing exceptional customer care
  • Must be self-motivator and self-starter
  • Exceptional listening and analytical skills
  • Additional certification in Microsoft, Cisco or similar technologies is a plus

    • Responsibilities

  • Taking ownership of customer issues reported and seeing problems through to resolution
  • Asking customers specific questions for quickly understanding the root of problems
  • Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues
  • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
  • Ensure all issues are properly logged and tracked till closure.
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Document technical knowledge and updates in the form of IT/Customer notes in ticket.
  • Prioritizing and managing several unresolved problems at the same time
  • Communicating clients through various channels (e.g. phone, email, chat) until their technical issues get resolved

    • Qualifications

    Must complete full time bachulors dgree.

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