Full-Time Technical Customer Support Executives
One of our prestigious Clients’ who is a leading Multinational IT company based in Colombo is looking for skilled “Technical Customer Support Executives” to join their team immediately!
ROLES & RESPONSIBILITIES
Record and classify received incidents and undertake an immediate effort in order to resolve the issue.
Log all Incident/Service Request details, allocating categorization and prioritization codes.
Keep users informed about their incidents’ status at agreed intervals.
Associate incidents with other records. (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
Provide first-line investigation and diagnosis of all Incidents and Service Requests.
Verify resolution with users and resolve incidents in Salesforce (CRM).
Escalate major incidents to the Level 2 support.
Escalate incidents at risk of breaching Service Level Agreement to the Level 2 support or manager.
Owns all Incidents and Service Requests throughout their lifecycle.
QUALIFICATIONS & EXPERIENCES
Undergraduate degree, similar post-secondary degree, or equivalent experience.
At least 2-3 years experience in a customer service delivery and operations environment.
Proficient with computers such as Windows 2000/NT, workstation, MS Office, and PC Hardware.
Having knowledge of remote connections. (Ammyy, TeamViewer, Remote desktop, etc.)
Having good knowledge of a product depending on the service area.
Able to learn new technologies.
Exceptional verbal and written communication skills.
Excellent presentation and technical writing skills.
Excellent time management skills and customer service skills.
Strong customer-focus and problem-solving attitude.
Skills in planning, organizing, and adapting within a multi-tasking environment.
Have the aptitude and patience to update cases with well-written activity reports on a regular basis and maintain case documentation.
Able to communicate and cooperate with staff at all levels.
Able to identify trouble spots and excellent problem-solving skills.
Ability to work independently and under pressure.
Good team player.
Should be willing to work on weekends and 24/7 roster basis.
How to ApplyIf you are interested, please forward your CV to, email@example.com (Please use the same vacancy name for your subject title for better visibility of your email.)
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