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Handle real-time voice-calls and chats with technical queries
·
Handle email queries and respond in a timely-manner
·
Provide end to end support to customers
·
Attempt to provide resolutions on the first interaction with
customers
·
Handle multiple cases at the same time with varying degrees of
severity
·
Work in a team with assorted expertise
·
Update customers on progress of their cases on a regular-basis
·
Leverage team members’ expertise to deliver resolutions to
customers in a timely-manner
TECHNICAL SKILLS:
·
3+ years of experience in Technical Support Role handling global
customers
·
Strong knowledge of Windows OS (XP, 7, 8)
·
Excellent troubleshooting skills on Windows OS
·
Should have strong understanding of Windows troubleshooting
tools
·
Should be able to interpret various Windows logs, dumps etc
·
Should understand the Windows Boot Process, files involved during
windows boot process
·
Have good understanding Active directory, Domain account
creation, Windows Server
·
Have a good understanding of Server Roles, Domain Nomenclature and
User rights administration
·
Basic knowledge of SQL Database (Including Queries)
·
Good functional knowledge of IIS, Active Sync Technology
·
Basic knowledge Microsoft Exchange Server
·
Knowledge on non-Windows OS, like Linux, MAC preferred
·
Good working knowledge of computer hardware (Types of Drives,
RAID)
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
·
Ability to communicate effectively, both orally and in writing
·
Ability to communicate technical information to non-technical
personnel
·
Ability to handle high severity situations single-handedly, with
minimal support
·
Ability to generate progress reports on cases owned
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