Helpdesk Associate

Roles & Responsibilities
• Respond to customer requests from various phone, Email, or chat channels.
• Resolving technical problems, and suggesting appropriate workarounds to supported applications.
• Resolve customer service issues and skillfully manage complex customer service problems.
•  Manage customers' expectations and experience in a way that results in high customer satisfaction.
•  Research, document, and escalate cases according to procedure.
• Actively participate in job-related training.
• Review support cases for technical and troubleshooting accuracy.
• Define and describe technical best practices.
• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.
Skillset Required
•  Demonstrated analysis, problem-solving and skills troubleshooting expertise
•  Detailed, organized and results-oriented
•  Ability to effectively prioritize and escalate customer issues as required
•  Excellent written and verbal communication skills
•  Comfortable interacting with all levels of management
•  Ability to multi-task and perform effectively under pressure
•  Supporting MS Windows, Mac OS, iOS
•  Supporting hardware issues for Windows and Mac Pcs/laptop
•  Knowledge and experience with networking/connectivity terminologies and concepts
•  Knowledge and experience with Microsoft Office suites
• Good understanding of ITIL terminology
• Microsoft Office skills (Word, PowerPoint, Excel, Project)
Education (Essential)
Technical graduate / Technical Diploma
Expereince 
1 - 3 Years 
Support 
India, Austalia and New Zealand
Shift Timings (24*6) /Australian and New Zealand)
24*6
Language Requirements (Primary/Secondary)
English, Hindi 
Shift Timings (24*6) /Australian and New Zealand)
24*7
Language Requirements (Primary/Secondary)
English, Hindi