Esfera Aster Solutions Pvt. Ltd.
JOB DESCRIPTION FOR CUSTOMER/PRODUCT SUPPORT L1 Designation Customer/Product Support L1
Roles Responsibilities
Respond to and resolve customer requests, in relation to software difficulties by providing fast, efficient and friendly customer service.
Ability to resolve problems with or without remote tools.
Accurately document calls and cases.
Aware of customer's time restraints and work within those time limits.
Enter all troubleshooting/resolution steps into the ticket.
All tickets are to be touched on a first in first out basis, calling the customer daily.
Escalate tickets as needed if technical support is required.
Assist in cross training and communicate quick fixes.
Manage time and workload to meet predetermined service levels.
Skills Required Ability to quickly learn software and solutions operation as normally acquired from completion of basic equipment training course/program.
Ability to work under limited supervision.
Knowledge of PC use, data entry, and executing written procedures or directions on computers interfaces.
Experience in delivering high calibre soft skills including interpersonal skills (e.g. courtesy, patience, and professionalism), customer service, and initiative.
Keyskills: Training Interpersonal skills Production support Customer service Troubleshooting Technical support Product support Supervision Data entry
Esfera & Aster (E&A) delivers IT solutions that are practical, user friendly and deliver measurable ROI to all our clients.