Technical Hardware Desktop Engineer @ Proficient

Job Description

To provide front line support via live web-chat support to certified technicians at ASP's. With a predominant focus on assisting field technicians with the repair of products, this team draws on technical information from groups such as Engineering, Service Training and Documentation.

Key Responsibilities

Own, analyze, research and respond to ASP escalations in a timely fashion.
Identify potential engineering issues and/or trends in escalations by on-going analysis and tracking of escalations.
Meet core team competency requirements such as customer satisfaction goals, team metrics, Engineering outcomes and certification requirements.
In-depth understanding of organizational goals and active participation in the achievement of those goals
Work closely with and support technical teams.
Takes responsibility for tasks and decisions as documented in all processes and procedures.
Has a willingness to update processes, training and procedures as required.

Desired Skills

Communication
English language proficiency required to support customers
Extremely skilled in documenting written troubleshooting steps or instructions
Strong customer service focus and enthusiasm for achieving excellence

Technical
Experience in resolving technical, systems and/or perception issues with customers.
At least two years experience in a similar technical role
Technically minded, IT industry savvy, with the ability to quickly understand, converse with fluency and provide solutions to the intended audience
Motivated to demonstrate their technical service and support skills in the course of handling queries from the start of the issue right through to final resolution
Exceptional troubleshooting methodology, both procedural and technical

Other Skills
Excellent organizational/administrative/technical skills with agility to re-prioritize as necessary
Positive, collaborative and mature work attitud

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0 - 1 Yrs 1 - 2 Yrs 2 - 3 Yrs 3 - 4 Yrs 4 - 5 Yrs 5 - 6 Yrs 6 - 7 Yrs 7 - 8 Yrs 8 - 9 Yrs 9 - 10 Yrs 10 - 11 Yrs 11 - 12 Yrs 12 - 13 Yrs 13 - 14 Yrs 14 - 15 Yrs 15 - 16 Yrs 16 - 17 Yrs 17 - 18 Yrs 18 - 19 Yrs 19 - 20 Yrs 20 - 21 Yrs 21 - 22 Yrs 22 - 23 Yrs 23 - 24 Yrs 24 - 25 Yrs 25 - 26 Yrs 26 - 27 Yrs 27 - 28 Yrs 28 - 29 Yrs 29 - 30 Yrs 30+ Yrs

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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