Qualifications
Graduate
CCNA or equivalent networking qualifications
Essential Hiring Skills
? Accuracy and attention to detail
? Excellent written language and comprehension
? Aptitude to comprehend articles and good analytical skills
? Ability to multitask
? MS Excel
? Neutral Voice and Accent and call management
? Process Knowledge
Roles and responsibilities
Handles escalations
Provides support and consultation to Tier 1 agents.
Handles intensified calls from the first-line agents.
Dispenses supervisory changes and/or adjustments to the customer's accounts, as needed.
Troubleshoots' network problems and recommends corrective procedures to resolve quality of service issues
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Conduct callbacks to follow-up resolution of customer's issues.
Analyzes call logs from the CRM ticketing system and provide additional vital information to expedite the resolution of customer's concerns that are beyond the scope of Tier 1 agents.
Is updated on the group decisions about current/possible bugs (Email, RC411/RC911).
Works on special duties (E911, Caller ID Name).
Knowledgeable in outage management
Shift and Location
Night Shift.
Bengaluru
Technical Support