Technical Support Analyst (Voice)

Overview:

Solugenix is an information technology services firm that has a rich history of providing comprehensive technology services and solutions for more than five decades.

As a pioneer in IT services, weve partnered with some of the biggest global corporations across many industries. Our history was built on a foundation of partnerships with global brands like McDonalds, Microsoft, CITI Group, Johnson & Johnson, Herbalife, Sony Pictures Entertainment, and many others. Whether its providing dedicated support centers, staffing quality teams, or delivering business service solutions, clients can always count on Solugenix.

Job Title : Technical Support Analyst (Voice)

Location : Remote

Timings : Any time between 5:30 PM and 7:30 AM IST (9 hours shift). 5 days in a week (may include Sat & Sun).

Position : Full Time

Required Experience : Min. 2 yrs. in Technical Support [Tech Support on Point-of-Sale System is a plus)

Summary of Job Function:

Provide technical support for. custom point-of-sale software, hardware and peripherical devices over the phone or through remote management, delivering high customer satisfaction through excellent customer service. We're looking for individuals with excellent communication, technical expertise in networking and problem-solving skills to join our help desk.

Essential Duties and Responsibilities:
 Answering inbound calls or emails and troubleshooting issues through to resolution
 Provide accurate documentation for all caller incidents.
 Following up with the customer on open issues
 Escalate advanced help requests as needed.
 Demonstrate excellent teamwork, good behaviour, and ability to work within approved processes.

Competencies:
 A general background in desktop support and network communications.
 Comfortable with Windows O/S, Linux, Office, Exchange, SQL.
 Strong customer service experience.
 Strong problem-solving and research skills with the ability to take ownership of a problem.
 Ability to support customers with various knowledge levels.
 MUST be fluent in English with exceptional written and verbal communication skills.

Responsibilities:

Infrastructure:
 Wired Internet connection (cable/broadband)- WIFI is NOT permitted or supported on the provided work equipment.
 Internet Service Speed Minimum: 20 Mbps download / 5 mbps upload.
 Distraction free work environment. Whether its your bedroom with a desk set up or a designated office within your home, you should be able to close a door to outside distractions and noise.

Mandatory Skills:
 Excellent Verbal and Written Communication Skills.
 Email Etiquettes.
 Attention to Detail.
 Typing Skills (speed and accuracy); at least 35+ wpm.

Qualifications:

Desired Skills:
 Experience working on a service management tool preferably ServiceNow (other alternatives Zendesk/Salesforce Service Cloud/ Freshdesk/Jira Service Management etc.).

Education & Certifications:
 Any Graduate,