发布 Oct 03, 2017 11 查看
Solotech Labs is looking for responsive, pro-active computer literate persons for this role. The key competencies for this position include good technical skills and patience with those who are less tech savy. Candidate must possess exceptional communication skills and ability to productively work with other teams. Also, the candidate should be reliable, dependable and willing to go extra miles for the customers.The ideal candidate must be able to:-
- Prioritize incidents and complaints to ensure all SLAs are met
- Followup on open cases, bug tickets and record all call completion information recieved from the Customer Success Team Lead or Technical Support Specialist Level II
- Research and identify solutions for software and hardware related issues
- Diagnose and troubleshoot technical issues
- Ask customer targetted questions to quickly understand the root cause of the problem
- Communicate with clients through phone, email or chat, untill the issue is resolved
- Properly escalate unresolved issues to relevant departments
- Provide prompt and accurate feedback to customers
- Refer to knowledge base or external resources to provide accurate tech solutions
- Ensure all issues are properly logged
- Prioritize and manage several open issues at one time
- Followup with clients to ensure their systems are fully functional after troubleshooting
- Prepare accurate and timely reports
- Document technical knowledge in the form of notes and manuals
- Prepare and manage schedule for all planned maintenance/updates for the clients
Share Daily performance report with the team lead
Required Skills:
- A candidate must have Technical Aptitude
- Ability to communicate about technical concepts to non-technical users
- Ability to organize and prioritize work in a dynamic and complex environment to meet deadlines and daily requirements
- Individual having the Ability to read, write, and speak English fluently with good American or Neutral accent ONLY
- Exceptional engagement and communication skill
- Attention to detail and ability to participate in overall customer relationship management activities
- Process driven, analytical thinker and possess high degree of initiative and ownership
特殊任务
- Customer Support
Soloinsight Pvt. Ltd.
Soloinsight Pvt Ltd is a subsidiary of SoloInsight Inc, USA, provides technology solutions using an identification platform of integrated software and sensors to help customers manage critical resources – security, personnel, assets, and visitors – while maintaining compliance. Through 10 years of engagement with our customers, we have crafted accurate, swift, and elegant recognition solutions
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