Violet Infosystem PVT LTD
Location
Mumbai | India
Job description
Open Position: Technical Support Executive
Location: Malad (West) Mumbai
Experience: 1 to 5 Years
Qualification: Any Graduate
Job Description:
Research and identify solutions to user s concerns/issues regarding software applications.
Diagnose and troubleshoot product related issues including account setup.
Ask customers targeted questions to quickly understand the root of the problem.
Track Application issues through the resolution within agreed time limits.
Talk clients through a series of actions either via phone email or chat until they ve solved a technical issue.
Proper and timely escalating unresolved issues to appropriate internal teams.
Provide prompt and accurate resolution feedback to customers concerns.
Proactively raising the concerns/gaps identified.
Refer to internal database or external resources to provide accurate technical solutions.
Ensure all issues are properly logged.
Keep all required stakeholders updated on the status of priority issues raised.
Prioritize and manage several open issues at one time.
Follow up with clients to ensure their applications are fully functional after troubleshooting.
Identify the area where training is required for customers / team internally
Prepare accurate and timely reports.
Document technical knowledge in the form of notes and manuals.
Build and maintain cordial relationships with clients.
Required Skills:
Good Communication
Email Etiquette
Technical Skills
Remote Desktop Tools
Ticketing Tools
SQL Database Queries
Advanced Excel
sql database queries,remote desktop tools,ticketing tools,email etiquette,communication,software support,technical skills,advanced excel
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