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L1 Network Phone Support

Keywords / Skills : Support Analyst, Technical Support, Phone support

1 - 3 years years
Posted: 2017-11-14

Industry
ITES/BPO
Function
IT
Customer Service/ Call Centre/ BPO
Role
Customer Service Executive
Education
Bachelors/ Degree
Posted On
14th Nov 2017
Job Description


Responsibilities for this position may include but are not limited to:

• Handles first level calls and performs problem resolution for three “class of Trades” (NA Company Owned and Operated Stores, NA Franchise, and Canada Commission Agents). Support and resolve stores Back Office Systems issues related to hardware and software applications, assist store personnel with basic BOS PC issues.

• Performs subject matter expert (SME) functions including resolution of Level 1 escalated calls and inbound call overflow.

• Logs and tracks all calls using a call tracking tool, responsible for escalating calls as appropriate, and ensures eventual resolution of the incident.

• Tracks incidents, documents problems and solutions, and records all activity and communications.

• Guides Retailer or Store manager through troubleshooting processes quickly and efficiently to minimize sales disruption and to keep service station operational.

• Provides training for procedural problems associated with the supported applications and related components.

• Analyzes issues, establishes priorities, anticipates consequences, makes decisions and takes action with fine attention to detail.

Required Qualifications:

• Bachelor's Degree in IT, Computer Science, Engineering or other relevant fields

• At least 2 years experience in providing IT helpdesk support/call center/customer support

• Experience in documenting customer issues and work processes

• Proficient in the use of MS Office applications

• Good oral and written communication skills

• Outstanding skills in teamwork and customer engagement

• Must have the propensity to work in a proactive, result-oriented, and customer-focused environment

• Enjoy working with people of diverse cultural backgrounds

• Willing to work on night shift (PST hours) and in Makati area



About Company

Tech Mahindra represents the connected world, offering innovative and customer-centric information technology experiences, enabling Enterprises, Associates and the Society to Rise™. We are a USD 4.4 billion company with 117,600+ professionals across 90 countries, helping over 840 global customers including Fortune 500 companies. Our convergent, digital, design experiences, innovation platforms and reusable assets connect across a number of technologies to deliver tangible business value and experiences to our stakeholders. Tech Mahindra is amongst the Fab 50 companies in Asia as per Forbes 2016 list.

The Mahindra Group is a USD 19 billion federation of companies that enables people to rise through innovative mobility solutions, driving rural prosperity, enhancing urban living, nurturing new businesses and fostering communities. It has a leadership position in utility vehicles, information technology, financial services and vacation ownership in India and is the world’s largest tractor company, by volume. It also enjoys a strong presence in agribusiness, components, commercial vehicles, consulting services, energy, industrial equipment, logistics, real estate, steel, aerospace, defence and two wheelers. Headquartered in India, Mahindra employs over 200,000 people across 100 countries.
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