About the role:
Will provide support to customers by phone, chat, email & screen connect. Create and maintain case management records of daily problems on project site/Gorelo and remedial actions taken, or installation activities. Interface with customers and vendors to find solutions for problems that may affect the customer
What you’ll be doing:
- Monitor and respond quickly and effectively to requests received through the Project site/screen connect/telephone or email.
- Investigate user problems and identify source; determine possible solutions, test and implements solutions.
- Configure and troubleshoot personal computers, network cabling and other related equipment, devices and systems; add or upgrade and configure printers and other related equipment.
- Troubleshoot networks, systems and applications to identify and correct malfunctions and other operational difficulties.
- Providing one on one assistance to end users by chat, phone, email, screen connect or in person
- Maintains confidentially regarding information being processed, stored or accessed by end-users
- Should be able to deal with third-party vendors to resolve incidents and outages.
- Should have high level of customer service, with a sense of responsibility, initiative and ownership.
- Build and implement software standards for end-user workstations
- Ensure data replication and backups are running and failed jobs are resolved
- Leverage optimization techniques to maximize the efficiency of all computer systems
- Work with Engineering, third-party vendors, and consultants on developing system-specific skills
- Maintain response and resolution of cases/tickets received in queue against established Service Level Objectives
- Escalate ticket/issue if you are not able to resolve
- Should always be connected to Amazon Connect during production hours/shift.
- Should always update ticket on project site/Gorelo accordingly in timely manner with correct hours
- Should comply with all SOP/compliance policy.
- Performs other duties as assigned by Manager.
What we’ll want you to have:
· Possess a degree in Computer Science/Engineering or related technical fields or equivalent experience
- 2-4 years’ industry experience
- Good communication and organizational skills;
- Strong analytical and troubleshooting skills with attention to detail;
- Strong sense of ownership with ability to take control of difficult and/or chaotic situations
- Ability to handle high stress situations
Job Type: Full-time
Pay: Rs55,000.00 - Rs110,000.00 per month
Ability to commute/relocate:
- Karachi: Reliably commute or planning to relocate before starting work (Preferred)
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