Tech Mahindra Recruitment 2023 | Latest Jobs In Telugu | Jobs In Hyderabad |Work From Office Jobs 2023

Position: Technical Support Specialist (Voice Process)

Location: Hyderabad, Bahadurpally

Work Schedule: 24/7 Shift (Primarily US Shift, Night), 5 Days a Week

Experience: 0.6 – 8 Years

Are you a tech-savvy problem solver with excellent English communication skills? If so, we have an exciting opportunity for you!

Job Summary:

As a Technical Support Specialist, you’ll be at the forefront of assisting our valued customers with technical issues. Your responsibilities include handling phone calls, responding to customer emails, and providing support via chat. Additionally, you’ll offer after-hours support to troubleshoot technical problems, ensuring our customers have a seamless experience.

Key Responsibilities:

• Respond to customer inquiries through phone calls, emails, and chat support.
• Provide after-hours on-call support to troubleshoot technical issues.
• Assist end-users with various devices and peripherals, including computer hardware, operating systems, software applications, and data security.
• Handle IT break-fix requests from customers, resolving level 1 and some level 2 issues.
• Conduct remote troubleshooting for hardware and software issues, covering Windows, Mac OS, Apple, Google for Work, Android Phone Support, MDM, AirWatch, and more.
• Familiarity with retail industry devices, such as Point-of-Sale devices, Zebra devices, switches, routers, and printers, is a plus.
• Perform follow-ups to ensure customer satisfaction and resolution.
• Research and resolve technical problems.
• Contribute to the creation and update of knowledge articles and support processes.

Qualifications:

• Minimum 6 months to 1 year of experience (mandatory), 1 to 2 years preferred.
• Comfortable working in a 24/7 shift schedule; even undergraduates are welcome!
• Strong written and verbal communication skills.
• Exceptional multitasking abilities.
• Quick learner, able to adapt to new platforms and skills.
• Sense of urgency to address customer issues promptly.
• Exceptional interpersonal skills, with a focus on building rapport, active listening, and effective questioning.
• Ability to work effectively under pressure and handle unforeseen challenges.
• Familiarity with Apple hardware, Mac OS, Google (G-Suite), Windows, and Office365 is a plus.
• Knowledge of ITIL is advantageous.
• Graduate from an accredited institution or under-graduate with relevant technical experience.
• Previous experience in customer support or technology-related roles is highly valued.

Ready to join a dynamic team of tech enthusiasts who are passionate about helping customers? Submit your details here and take the first step towards an exciting career in technical support!