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Keywords / Skills : Service Desk, Technical Support, IT Support

1 - 7 years
Posted: 2019-01-29

IT/Computers - Hardware
IT/Computers - Software
Software Engineer/Programmer
Technical Support Engineer
Posted On
29th Jan 2019
Job Description
• Handle customer questions, incidents and service requests

• Communicate in the language of the customer by avoiding technical terminologies and jargon

• Gather information from customer by asking probing questions to analyze symptoms and identify underlying problem/s

• Assess/determine impact and urgency of the incident to the customer and the business

• Work to build cooperative relationships with customers

• Give customers a realistic estimate of the time it will take to resolve an incident or request

• Escalate ticket to the appropriate level 2 support team and ensure ticket hand off, whenever applicable

• Log the ticket accurately with all the important information provided by the customer

• Provide enough information about the customer’s issue in the ticket, prior to escalation, to ensure that the Level 2 support team can begin working on resolution for the customer

• Demonstrate willingness to take ownership of the call by acknowledging the customer’s concern

About Company

Established in 1991, Collabera is one of the fastest growing end-to-end information technology services and solutions companies globally. As a $500 million IT company, Collabera's client-centric business model, commitment to service excellence and Global Delivery Model enables its global 2000 and leading mid-market clients to succeed in an increasingly competitive marketplace.

With over 9000 IT professionals globally, Collabera provides value-added onsite, offsite and offshore technology services and solutions to premier corporations. Over the past few years, Collabera has been awarded numerous accolades and Industry recognitions including.

� Collabera listed in GS 100 - recognized for excellence and maturity
� Collabera named among the Top 500 Diversity Owned Businesses
� Collabera listed in GS 100 & ranked among top 10 service providers
� Collabera was ranked:
� 32 in the Top 100 Large Businesses in the U.S
� 18 in Top 500 Diversity Owned Businesses in the U.S
� 3 in the Top 100 Diversity Owned Businesses in New Jersey
� 3 in the Top 100 Privately-held Businesses in New Jersey
� 66th on FinTech 100
� 35th among top private companies in New Jersey
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