Support Specialist

Overview:

We are seeking a highly motivated individual to join our team as an EUC Corporate Hardware Coordinator and Customer Support Specialist. In this role, you will be responsible for managing hardware activities for all GEO regions, including coordination of hardware returns, shipments, and replacements. Additionally, you will provide customer support and service request enhancements with a main focus on providing access and permissions to systems and applications.

Job Roles & Responsibilities:

• Act as the first point of contact for customers seeking how-to assistance, primarily through a ticketing system.
• Perform remote basic troubleshooting through diagnostic techniques and pertinent questions, including standard IT, networking, and application issues.
• Service users via incident, request, and change management processes.
• Walk the customer through the problem-solving process, communicate clearly, and provide regular updates on progress.
• Direct unresolved issues to the next level of support personnel or appropriate resolution groups.
• Provide accurate information on IT products or services utilizing documentation and existing processes.
• Record all activities in the ticketing system in alignment with defined processes (ticket queue management, triaging, prioritization, and SLA-based customer updates).
• Proactively follow up on open cases in your queue, escalating timely to management if required.
• Identify, suggest, and engage actively in possible improvements to procedures.
• Support ongoing documentation efforts by building knowledge base articles.

Requirements:

• Ability to work independently.
• Flexibility to work remotely from home and on company premises in Bangalore.