Fresher-Technical support- Job Location: Hyderabad- Fulltime

Minimum 0-1 year of International calling experience

job description

Responsible for providing phone, chat and email based technical support for Client products. Assists Client employees in determining problems and provides resolutions on technical and service problems. Responsible for user satisfaction through effective handling of user problems. Ensure proper escalation procedures are followed. Performs assigned functions according to standardized policies and procedures. Basic analytical ability and cognitive skills are required to understand & resolve technical issues.

Principle duties and responsibilities

• Provides L1 & L2 remote support on all 5 operating systems (Linux, Mac, Windows, Chrome and Android) with basic OS troubleshooting techniques and documented escalation procedures
• Provides L1 & L2 remote support on Google software and applications to the point of installation and basic use; if required need to escalate or file bug with application owners
• Uses troubleshooting techniques to identify network related issues
• Provides system administrative support and basic hardware troubleshooting on Google desktops, laptops, VMs and Servers
• Help Google employees with access & account issues based on defined/documented guidelines, policies and procedures
• Attends required technical training sessions and makes effective use of KBs to address issues efficiently
• Complies with schedule adherence to ensure the overall service level targets are achieved
• Identifies and provides input on unique (or) recurring user problems

Knowledge, Skills and Abilities

• Working knowledge of Windows OS and basic knowledge on Linux OS
• Working knowledge of PC architecture/technology
• Working knowledge and understanding of policies and procedures and the ability to determine the course of action based on given guidelines
• Ability to analyze and solve technical problems by investigating potential solutions using troubleshooting skills
• Good organizational skills
• Good Analytical & Cognitive skills
• Excellent telephone and customer handling skills
• Ability to deal professionally with irate customers
• Ability to learn new products and technologies

Preferred Qualification (Primary)

• Excellent communication skills
• BA/BS/Btech degree or equivalent practical experience
• Technical troubleshooting - Should be able to troubleshoot issues related to hardware & software issues on at-least one of these operating systems (Linux, Mac and Windows desktop environments, etc)

Preferred Qualification (Secondary)

• Good customer service skills, multitasking and leadership skills
• Ability to adjust quickly to the changing priorities and make quick decisions with limited information

Wishing you all the best!!!