Executive - Customer Support - Helpdesk (1-5 yrs)
Must-Have
- Serving as the first point of contact for customers seeking technical assistance over the Phone & Self-Service tickets / Chat
- Willing to work in night shifts over prolonged period
- Excellent written & spoken communication skills
- Demonstrate effective soft skills, active listening skills and ability to empathize with customer's situation
- Effectively manage length of calls, handle time, and after call work
- Walk the customer through the problem-solving process
- Determining the best solution based on the issue and details provided by customers
- Provide accurate information on IT products or services
- Good troubleshooting skills involving:
O Assisting users with password resets and account unlock for reported incidents and requests.
- Performing remote troubleshooting through diagnostic techniques and pertinent questions
- System boot issues and Microsoft Office related issues
