Full-Time Looking for Technical Support and Call Center Executive
Job Description
Technical Support and Call Center Executive
Technical Support and Call Center Executive is the first point of contact for Interactive clients seeking technical assistance and/or support for the solutions provided by N*able (Pvt) Ltd. He or She will be a member of a team providing a customer sensitive and responsive support, fault resolution and advice service, which ensures the maximum availability and higher performance of critical IT solutions/Systems.
The Call Center Executive will be responsible for engaging with Organization Service Desk Operations, controlling minimum downtime of customer network components while attending reported incidences promptly, analyzing and forwarding to Field Engineers of relevant areas while keeping customer informed.
Education Qualifications
Diploma in Electronic & Telecommunication or Equivalent
Technical skills / Competencies
Overall Knowledge in IT systems and solutions, especially in Routing & Switching, Security systems, Virtualization environments & Information Infrastructure systems with basic troubleshooting and analytical skills, and good public relation skills, corporate telephone etiquettes, Communication, Presentation and technical report writing abilities
Previous Experience
Minimum one year active experience in similar environment
Main Responsibilities
- Respond to all calls receiving to N*able service desk in 24X7 basis with stipulated time period (within 3 rings during business hours)
- Follow standard Help Desk operating procedures
- Perform initial screening of incidences, severity categorization and accurately log support incidences in N-able Service Desk using the ticket handling system
- Deliver first level telephone support service via the Service Desk receiving incidents and service requests from various routes including telephone, e mail and WEB Portal.
- Identify the nature of the fault and forward the same to relevant Field Engineers
- Follow-up customer support incidences until resolve and keep-up close supervision to meet agreed SLAs
- Engage with Service & Maintenance Contract management/operations
- Maintain accurate customer data base with contract start/end dates and customer details
- Engage with Inventory management of items which Service & Support covers under ‘Service &Maintenance contracts’
- Coordinate Return Merchandise Authorization – RMA requirements with vendors
- Assure on-time delivery
- Update relevant systems and internal data base
- Maintain internal documents updated and filed in proper manner
Other Responsibilities
- Become familiar with each client and their respective applications.
- Learn fundamental operations of commonly used software, hardware, and other equipments
- Respond to customer questions from emails and callers.
The Company
N-Able (Pvt) Ltd is a 100% owned subsidiary of Hemas Holdings PLC,In a short period six years, N*able’s position in the market has strengthened significantly. Today, large enterprises and telecom operators, see us as an outstanding information and communications solutions provider. Proof of this estimation comes from two factors: the number of large-sized projects awarded to us, and customers’ readiness to pay significantly higher prices for our services than our competitors’.
The business is comprised of a dedicated team of top ICT industry veterans in the country. We have come together with a shared vision of helping our customers to enable technologies as a strategic business tool to differentiate themselves from their competitors.
What we offer:
An attractive package is available for the right candidate based on the experiences and qualifications.
How to Apply
Send you CV to jobs@n-able.biz , please mention “Technical Support and Call Center Executive ” on the subject of the email application670 total views, 1 today