eSoft Technologies Pvt Ltd
Location
Delhi | India
Job description
Dealing with incoming faults in a professional, courteous manner over the phone and viaemail.
Taking ownership of faults and managing them in a logical and methodical manner.
Correctly logging incidents and faults, categorising and prioritising them in line with teamprocedures.
Conducting full and through diagnostics with end users to enable first point of contact faultresolution.
Ensuring all faults are progressed & cleared within SLA – escalating to other internal andexternal teams as appropriate.
Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress.
Diagnosing and resolving problems to the customer’s satisfaction.
Maintain and develop own knowledge and skills to assist with first time fault resolution.
Manage a number of scheduled tasks for customers, designed to ensure that the customerssystems remain operational.
Familiar with working on Windows 2003/Windows 2008, Linux & Cloud based distributions(preferably within a hosting environment).
Must be able to demonstrate a customer first approach to support.
The ability to liaise and communicate confidently and professionally with customerrepresentatives at all levels.
Natural aptitude for trouble shooting & problem solving.
Should have solid experience in helpdesk or technical support environment.
Highly organised and able to work on own initiative to complete the range of tasks required.
Flexible and willing to work outside core business hours as required.
Identify and escalate repeat issues or service risks into service management teams.
Sharing knowledge with team colleagues.
Job tags
Salary
