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Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLA's

Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.

Update users about request status and close request when users are satisfied with solutions

Level 1 troubleshooting mainly related to Retail systems like POS, BO, EMV, KDS, OCS, SOS timers, receipt printers etc., desktop/OS, Custom and COTS applications, Exchange related, End devices, VPN, VOIP and share point as per guidelines in the knowledgebase.

Remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groups

Technical Skills:

• Effective Business Communication
• Strong time management
• Communication in neutral or American accent over phone and grammar skills
• Analytical skills
• Ability to follow process and procedures. Escalate unknown issues or questions without delay
• Prompt response to telephone calls, email, and instant message requests for technical support
• Operating the computer, OS and Knowledge base navigation
• Use of Ticketing tool
• Account Management / Password reset
• Cisco VPN client support

Behavioral Skills:

• Good in communication

Qualification:

• Any Graduate + ITIL certified
• Preferably A+ Certified (Not mandatory)