Job Description:
Hiring Technical Support lead
Support Type: International B2B Technical Voice Process
Candidate Checklist:
Candidates are requested to bring 2 copies of resume
A valid photo identity card
Copies of all educational and prior experience documents.
C3i Healthcare Connections, a Division of Telerx
2nd Floor | Orion Block | VBIT (Ascendas) Park | Hi-Tech City | Hyderabad |India | www.c3ihc.com
Land Mark Beside Inorbit Mall
Package:
Rs. 3, 88,500 LPA + Home Pick & Home Drop (Transport) + Annual Bonus upto Rs. 58,200K PA (0-15% of CTC) + Insurance
Job Requirements:
Skills
Excellent verbal and written communication skills
Strong interpersonal skills
Problem solving skills, organizational skills, and the ability to exercise sound judgment in any customer service scenario
Deep knowledge and understanding of Windows XP/7/8/10
MS Office 2003/7/10/13 advanced skills
Microsoft Exchange Online in co-existence with Exchange (2003 / 2007 / 2010) Mailbox and Public Folder Databases.
Troubleshooting Mail Routing and messaging protocols
Active Directory and TCP/IP Networking; domains and DNS records management
Manage Exchange Anti-Spam, Anti-Virus, Backup solutions
iOS/Windows phone expertise and understanding
Knowledge of CRM systems is a plus
Experience
Minimum of 18-24 months of Helpdesk Analyst Level 1/Helpdesk Analyst Level 2/Technical Support experience preferred.
Job Summary:
The Technical Support lead provides an advanced level of technical, investigational and customer support for applications/hardware defined in the scope of the service delivery structure for each supported client. The role is responsible for identifying, troubleshooting and resolving customer problems by utilizing all technical resources available, while adhering to high levels of quality standards. The Technical Support Lead maintains deep expert knowledge on supported applications, constantly strives to expand it and applies it in practice. The position acts as mentor and reference point for Helpdesk Analyst Level 1 and Helpdesk Analyst Level 2; acts as front line IT expert for the client.
Principal Responsibilities: (Essential Function)
Shift Schedules
Adhere strictly to shift schedule. Timeliness a key requirement.
Flexibility to changes in shift schedules, as dictated by Management, is required
Call Handling
Provide comprehensive technical support services to all supported customers.
Work within Service Level Agreements, including but not limited to Average Speed of Answer, Average Talk Time, Abandon Time, Hold Times, etc.
Take all steps to troubleshoot issues reported to them and resolve or escalate to the appropriate contact.
Use all available Knowledge Management Tools during the call.
Take all necessary steps to ensure customer satisfaction at the end of the call.
Perform multiple remote sessions support simultaneously using the relevant client tools.
Perform multiple chat sessions and support simultaneously using the relevant client tools.
Act as an internal escalation point for Helpdesk Analyst Level 1 and Helpdesk Analyst Level 2 and assist with resolution of problems, issues, errors or other process related cases. Anticipate customer needs and proactively identify solutions.
Plan, prioritize, organize and complete work to meet established objectives.
Call Logging
Create and submit detailed call logs documenting customer interactions. Accuracy, thoroughness, and timeliness are key call logging components
Confirm and update customer profile information as needed.
Escalation
Act as first point of escalation for Helpdesk Analyst Level 1 and Helpdesk Analyst Level 2 and be knowledgeable on client specific work flow.
Promptly notify management of any potentially dissatisfied customers.
Follow all documented escalation procedures, including hand off times, for issues requiring 3rd party intervention
Regularly monitor and coordinate escalations to Third party teams. Triage incidents that require further investigation by working in collaboration with all Service desk teams, as well as with Management and Client teams.
Handle potential outage situations, perform necessary steps to ensure the reported problem falls into the outage definitions, take respective actions in regards to the outage, and escalate accordingly as per the established procedures.
Provide regular updates to all involved parties and act as a primary contact for requested outage information.
Contact Person: Krishna
Kthota@c3i-inc.com
Salary: Not Disclosed by Recruiter
Industry:BPO / Call Centre / ITES
Functional Area:IT Hardware , Technical Support , Telecom Engineering
Role Category:Technical Support
Role:Technical Support Manager
Keyskills:
Team lead technical lead tl Sys admin system administrator Desktop support desktop engineer Senior technical support agent senior tech support agent senior tsr agent senior tse agent senior helpdesk agent IT Help Desk helpdesk
Desired Candidate Profile:
Education-
UG: Any Graduate – Any Specialization, Graduation Not Required
PG:Any Postgraduate – Any Specialization, Post Graduation Not Required
Doctorate:Any Doctorate – Any Specialization, Doctorate Not Required
Please refer to the Job description above
Company Profile:
C3i Support Services Private Limited
C3i Healthcare Connections, a division of Telerx, is an industry-leading business process outsourcer specializing in the multi-channel engagement of patients, healthcare professionals and enterprise personnel via a network of global contact centers.
Our unique customer-centric approach has made us the partner of choice for some of the world’s most trusted brands. In this ever-changing healthcare climate, our integrated solutions give our clients a unique advantage.
We deliver the ultimate experience you, your partners and your consumers care about. Because we know the experience matters.
Recruiter Name:Krishna
Contact Company:C3i Support Services Private Limited
Address:Ascendas IT park -Next to In orbit MallHitec-cityHyderabad,Andhra Pradesh,India 500018
Website:http://www.c3ihc.com
Telephone:91-40-66252127