Technical Support Specialist

☞ Netease Technologies

Vue: 104

Jour de mise à jour: 23-04-2024

Localisation: Imphal Manipur

Catégorie: Autre

Industrie:

Type d’emploi: Full-time

Loading ...

le contenu du travail

What you’ll do:
• Serve as the first point of contact for customers seeking technical assistance over any support channel, including telephone or email.
• Perform basic troubleshooting through diagnostic techniques and pertinent questions.
• For each issue, determine severity and type based on details provided by the customer.
• Walk the customer through the problem-solving process.
• Advise customers on how to choose among possible solutions.
• Direct unresolved issues to the appropriate level of support personnel.
• Record events and problems and their resolutions in logs.
• Update customers with status and resolution information.
• Collect feedback or suggestions from customers and share them with the appropriate internal teams.
• Maintain awareness of team practices and standard operating procedures, comply with procedures as relevant to each customer issue, and continuously improve procedures to increase their usefulness.
• Identify and suggest possible procedural or technical improvements.
• Be proactive and challenge existing workflows and processes to better support customers and improve efficiency in how the support team operates.
• Development and delivery of insights & analyses about the customer experience at both regular cadences and on an ad hoc basis
• Maintain and develop internal customer facing dashboards with support from Application teams as our products and solutions evolve

Must haves:
• Excellent communication skills, including proficiency in spoken and written English.
• Customer-oriented and cool-tempered.
• Ability to diagnose and resolve basic technical issues.
• Proven experience as a helpdesk technician/Technical support or in another customer-facing technical support role.
• Current technical skills, including basic working knowledge of AWS, cloud-based applications, Linux and Monitoring tools
• Confidence to advocate for customers and collaborate with subject-matter experts to resolve complex technical issues.
• Ability to create or revise written procedures based on lessons learned during customer interactions.
• Proven reliability and flexibility to work in a team covering a 24/7 shift rotation
Loading ...
Loading ...

Date limite: 07-06-2024

Cliquez pour postuler pour un candidat gratuit

Postuler

Signaler des emplois
Loading ...
Loading ...

MÊMES EMPLOIS

Loading ...
Loading ...