Voice Technical Support (L1 and L2)
Job description
Associate/Senior associate -Voice Technical Support (L1 and L2) Location: Gurgaon Candidate expectations Candidate must have 1+year of experience in L1 and L2 helpdesk tech support Ability to work in a 24/7 shift environment with rotational offs Proficiency in specified tools and technologies L1 Support: Voice-based Technical Support: Handle inbound and outbound calls to resolve customer issues. Troubleshoot basic technical problems and provide timely solutions. Escalate complex issues to L2 support when necessary. Backend Support: Respond to customer queries via email and chat. Document all support activities and resolutions in the system. Monitoring: Monitor system performance using tools like Thousand Eyes, Grafana, and Prognosis. Generate reports and alert L2 support on potential issues. Misc Tools and Technologies: Support tasks involving Figma, Mural, Qumu, Signage, and Airtable. Assist with basic administrative tasks and setup. L2 Support: Advanced Technical Support: Handle escalations from L1 support and resolve complex technical issues. Perform root cause analysis and provide detailed resolutions. Specialized Monitoring: In-depth monitoring and analysis using advanced tools. Proactively identify and resolve potential system issues before they impact users. Misc Tools and Technologies: Provide advanced support and training for tools like Figma, Mural, Qumu, Signage, and Airtable. Webex and Office 365: Offer specialized support for Webex and Office 365. Handle escalations and ensure seamless user experience. Documentation and Training: Maintain comprehensive documentation of support procedures. Train L1 support team on new tools and processes.
Skills Required
Key Skills
- VOICE PROCESS
- INTERNATIONAL VOICE PROCESS
- TECHNICAL SUPPORT
- TROUBLESHOOTING
- HELP DESK
- L1 SUPPORT
- L2 SUPPORT
Other Information
Related Jobs
