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-Bachelor degree or 3 year diploma
-Excellent communication French and English skills
-Excellent written communication skills with email etiquettes.
-Fundamental Technical know-how on system trouble shooting
Good to Have:
-Technical Certifications like A+, Network +, Security +, CCNA, MCP, MCSP etc
-Experience should be from voice based technical support desk, supporting Americas/Europe/ EMEA etc Continent customers.
-Domestic tech support can be considered post evaluating on Voice and accent of candidate.
Responsibilities / Accomplishments:
-Responds to the incidents / issues reported by Customer predominantly through Voice Interaction and also through email, chat & remote support.
-Identifes, investigate and diagnose the issue and take necessary action viz resolves or assigns the issue to right assignment group.
-Follows the incident life cycle as defined by process viz – logging the incident with proper priority, categorization and documentation, performs follow up on all necessary incidents as defied in process with customer to ensure timely closure.