Job title: Technical
Support - L2 (Voice Support)
Experience:
2-4 Years
Notice
period: Immediate to 15 days
Location: Bangalore
JD:
Responsibilities:
· Provide technical support and
assistance to customers via international voice channels, addressing inquiries,
issues, and troubleshooting requests.
· Diagnose and resolve technical
problems related to Windows operating systems, applications, hardware, and network
connectivity.
· Assist customers with Windows
configuration, setup, installation, and software updates.
· Utilize remote desktop tools and
software to access customer systems and perform troubleshooting and resolution
steps.
· Document support interactions,
solutions provided, and escalations in the ticketing system accurately and
comprehensively.
· Collaborate with internal teams,
including Tier 2 support, engineering, and product development, to resolve
complex technical issues.
· Follow established processes and
procedures for incident management, escalation, and resolution within defined
service level agreements (SLAs).
· Provide proactive communication and
updates to customers regarding the status of their support tickets and
resolutions.
· Identify trends in support issues,
recurring problems, and opportunities for improvement to enhance the customer
support experience.
· Stay updated on technology trends,
product updates, and best practices in technical support to maintain
high-quality service delivery.
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