Desktop Support Specialist

TPMumbai, Maharashtra, India

30+ days ago

Job description

Technical Support

Profile

Handle and respond to Global Customers requests through multiple communication channels while updating CRM systems with all requested information appropriately. Maintain solid customer relationships by handling their questions and concerns with speed and professionalism.

Responsibilities

Provides technical support to TP Global employees who work from home.

Log customer interactions into the customer relationship database and follow escalation procedures to resolve issues

Track and follow cases to ensure that they are closed in an efficient and timely manner

Provide and maintain strong, professional relationship with all customers and show empathy at all times

Research to the Knowledge Base to troubleshoot customer problems and address questions and / or concerns

Handle customers complaints according to procedures and log cases appropriately

Ensure all support calls and (when applicable) emails and chats are answered and resolved within the agreed SLAs

Provide feedback to his / her superior on new / emerging issues that have been identified and work to proactively highlight areas that need to be improved

Take on board feedback and adapt skill accordingly

Adhere to Teleperformance Rules & Regulations on personal & performance data Confidentiality & Security

Adhere to Internal and External Standards as those released by the Steering Committees

Attend recurrent trainings published by the Client / Company on a regular basis

Knowledge Qualifications

High school diploma or equivalent Experience At least 1-2 year in a technical support department.

Minimum Requirements for Hiring Computer

Ability to use the desktop computer system - Ability to use Internet / web applications.

Usage of MS Office Language - Proficient in English (C1 level) Writing and verbal communication

Ability to communicate correctly and clearly Comprehension.

Ability to clearly understand a problem statement Problem Solving

Ability to approach problems logically Customer Service

Ability to effectively manage customer enquires via all types of channels.

Typing - Speed : 25 wpm - Accuracy : 85%

Experience 1-3 year working within the company in a technical support department.

9 out of 12 months exceeding performance KPIs

No written warning or disciplinary action Minimum Requirements to Perform the job Computer

Use of production tools - Use of Phone / Mail / Chat System - Clients Tools - CCMS Problem Solving - Strong troubleshooting

Knowledge of tools used for troubleshooting.

Communication -B2 English (British Council)

Complaint Handling

Product Knowledge Requirements- Windows, OS, MacOS, Chrome, OS Office

Applications Home VPN technologies

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Desktop Support Specialist • Mumbai, Maharashtra, India

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