Customer Care Executive

Job Type              :               Contract

Location               :               Work from home (high speed internet and Quiet place of work is must)

Working hours  :               14.00 - 23.00 (Daylight Saving)

Start Date            :               ASAP

We are seeking a 1st and 2nd line Technical Support Engineer to complement our existing support team.

The Role

The role will be to proactively ensure that all customers receive exceptional Customer service during all contact with the Service Desk, thus ensuring continual exceptional operational service. All support must be performed with minimal business impact on the customer and within agrees service levels.

KEY RESPONSIBILITIES

To handle incoming technical support incidents call, requests, and changes.

Management of personal call queue, ensuring calls are closed in a timely fashion.

Provide updates and ensure ongoing customer communication is maintained.

Resolution of calls ranging from simple password resets to complex server queries.

Escalation of calls to the 3rd Line Team, as necessary.

To work as part of a close-knit and highly skilled team of Engineers.

Provide excellent customer service.

Work with other internal teams (3rd Line Technical Delivery Teams, Development, Projects, etc.)

You will contribute to service desk incidents through completion, recognising when escalation is required for the client's quickest resolution. You will provide clients with continual and regular updates throughout the management of their incidents, whether assigned to you or a higher-level engineer. The role will require you to work effectively on the service desk systems, keeping all tickets updated in real-time. Other responsibilities will involve call answering as a representative of the company necessary to resolve a technical incident.

The Candidate

The ideal candidate will come from an outsourced or IT service background (Not essential), with impeccable customer service skills. You will be proficient in Windows 10 and Microsoft Office 365, along with Active Directory.

Key Skills

Excellent communication skills, both written and verbal.

Friendly, confident, and professional telephone manner.

Eager to learn new skills and invest in personal development.

Good attention to detail with well-developed problem-solving skills.

Time management skills with the ability to prioritise effectively.

Self-motivated with the ability to work alone and as part of a team.

Minimum of 2 years in technical support & customer services.

Good knowledge and experience with Microsoft Teams, SharePoint online, exchange online and Office 365 services.

Strong knowledge of Windows 10 operating systems.

Good understanding of Microsoft Office software

(Please mention NCRJobs.in for reference)

Location : Delhi

Address : 305 Dwarkashish Building,