Industry: Outsourcing/Offshoring Technical Support Account Shifting Schedule Process - 50% Emails, 50% Calls/Chat Voice-based operations Remote Processing
Industry: Customer Service, Information Technology and Services
Work from home Competitive Salary Package 1-day hiring HMO Day 1 with 3 dependents Remote/Virtual Recruitment Process
Handle E-mails, Calls and Chat related to application issues faced by clients within SLA; and at times will handle desktop, hardware, software, access issues. Create issue tickets by logging all pertinent information with utmost Quality and precision. Identify the exact issue through effective probing and paraphrasing. Provide initial assessment of categorization and prioritization for reported issues and provide support taking guidance from the KB, targeting a higher level of first contact resolution Ensure issues are correctly routed to appropriate support groups if unresolved by helpdesk. Multi-task between voice and e-mail support Ensure the KPI and SLA targets are met Excellent verbal, written and typing skills (25 WPM+) Provide daily outstanding incident & service requests follow-up reports. Perform first level troubleshooting on PC, OS and basic office applications (MS Office 2010, Adobe). Take remote of the user’s PC for faster resolution
Must be graduate of a 4 year IT course or any IT related courses 2+ years Help Desk experience Certification related to ITIL V3 is a plus but not required Internet Connection with atleast 20mbps for WFH arrangement Strong command over English language - Strong written and verbal communication skills Night shift (inclusive of public holiday) support is required
The interview process will be a remote one-day process.