Greetings from HTC Global Services.
We are hiring for Service desk support.
Roles and Responsibilities:
- Receive incoming calls from Client Community and provide first level support while following policies and procedures
- Research, resolve, and respond to questions received via telephone calls, emails, and callbacks in a timely manner, in accordance with standards
- Document each call verifying customer information and including all troubleshooting steps
- Escalate problems to appropriate individual/group based on established guidelines and procedures
- Troubleshoot, analyze and resolve customer concerns
- Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction
- Routinely contribute to the Knowledge Base
- Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity
- Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers
- Attend training sessions as required
- Participate in team projects that enhance the quality or efficiency of Service Desk delivery
- Assist in special product-related issues as needed developing business and technical writing skills
- Perform other duties, as assigned
- Knowledge, Skills and Abilities (KSAs):
- Knowledge and understanding of providing customer service
- Good typing skills
- Knowledge of Citrix and VPN
- Strong listening, verbal, and written communication skills
- A strong business maturity and professionalism is essential
- Ability to troubleshoot, analyze and resolve customer concerns
- High technical aptitude and strong PC literacy skills including function and capabilities
- Ability to work independently as well as part of a team
- Ability to function well in pressure situations
Required Background Experiences:
- Any Graduate/ Diploma
- 1- 3 years in a service desk environment
- Experience resolving escalated customer and vendor issues
- Previous Experience in healthcare information technology- Added Advantage