Key Responsibilities:
- Technical Support: Provide timely and effective technical assistance. Troubleshoot and resolve technical issues related to products. Install and implement new programs, upgrade OS and hardware, perform data backup, and conduct recovery processes.
- Problem Solving: Analyze customer problems, diagnose root causes, and implement solutions promptly.
- Customer Communication: Keep customers proactively informed while maintaining a professional and courteous demeanor.
- Product Knowledge: Develop a deep understanding of product or service offerings to provide accurate and relevant support. Stay updated on product changes, updates, and new features.
- Escalation Management: Escalate complex technical issues to appropriate teams within the organization and follow up with customers to ensure resolution.
- Feedback Collection: Gather feedback from customers regarding their service experience to improve support quality.
- Collaboration: Work with cross-functional teams, including logistics, to ensure defective or unused parts are returned immediately after support calls.
- Environmental Checks: Verify environmental parameters, such as proper earthing, for the correct functioning of products.
Qualifications:
- Diploma or Degree in IT, Electronics, or related field
Knowledge & Technical Skills:
- Knowledge of desktop operating systems, especially Windows
- Understanding of product problem symptoms and root causes
- Proficiency in hardware installation, troubleshooting, and maintenance
- Familiarity with networking concepts, protocols, and troubleshooting
- Experience with software installation, configuration, and support
- Knowledge of antivirus software, firewalls, and IT security best practices
