Technical Support Associate - Voice || @ Tech Mahindra

Job Description

Tech Mahindra is hiring for Hyderabad location

We are looking for Immediate Joiners!

Roles and Responsibilities

• Voice Support & Email technical Support to ensure closure as per ITIL Incident Management process.
• Follow-up/ update ticket for every call to ensure timely closure.
• Call ownership, drive to resolution and communication with customer.
• Perform Life Cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey.
• Telephonic support to End Users and co-ordination with Vendors, Client Problem Management team and other Towers.
• Proactive monitoring & Perform documented Escalation process.
• Troubleshooting on Application Support (Off Shelf or Customized)
• Troubleshooting on Printers & MFDs
• Troubleshooting on VPN software and Collaboration tools
• Troubleshooting on Password Reset tools and Remote Control tools
• Troubleshooting of MS Windows & Office, Desktops, Laptops, iPAD Peripherals and Networking
• Troubleshooting Application and Workplace IT & Communications & Collaboration Support (including IP Telephony).
• You should respond to customer queries and concerns.
• Maintain a deep understanding of client process and policies.
• Provide excellent customer service to our international clients.
• You should be responsible to demonstrate a capacity for critical thinking and analysis.
• You should be responsible to showcase a proven work ethic, with the ability to work well both independently and within the context of a larger collaborative environment.

Desired Candidate Profile

• Must have minimum 6 months of experience in Global IT Helpdesk.
• Must have worked on a ticketing tool for managing and resolving incidents.

Please share your CV at EK*******8@Te*********a.com

Please contact if you are an immediate joiner at - 9560591***. - Ms .Era Kashyap

Job Classification

Industry: BPO / Call Centre
Functional Area: Customer Success, Service & Operations,
Role Category: Voice / Blended
Role: Voice / Blended
Employement Type: Full time

Education

Under Graduation: Graduation Not Required
Post Graduation: Any Postgraduate
Doctorate: Any Doctorate

Contact Details:

Company: Tech Mahindra Ltd
Address: SHARDA CENTRE,,SHARDA CENTRE,OFF KARVE ROAD,ERANDW, PUNE, Maharashtra, India
Location(s): Hyderabad

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Keyskills:   Service Desk technical support Service Desk Management incident management Help Desk Operations it helpdesk networking ITIL