Technical Support Full-time

Interview Cracker

Posted By : Interview Cracker

Hyderabad, Telangana (20)

  • Responsible for responding to customer requests, including but not limited to, answering calls via a phone queue, customer emails, chat support requests and providing after hours on call support for troubleshooting technical issues.
  • Support end-user devices/peripherals, including but not limited to computer hardware, operating systems, communications, software applications, data processing and security.
  • Support activities include supporting end-users accepting IT break-fix requests from customers across multiple entry points, providing IT break/fix issue resolution or escalation of the issue to the appropriate team.
  • First line help desk; resolve basic level 1 and some level 2 issues including remotely troubleshooting issues relating to hardware and software (typically Windows, Mac OS, Apple, Google for Work, Android Phone Support, MDM, AirWatch etc.)
  • Exposure to retail industry devices such as Point-of-Sale devices, Zebra devices, switches, routers, printers, other store equipment devices is preferred. 
  • Perform post-resolution follow-ups to help requests or incidents. 
  • Research issues and resolves technical problems.
  • Creating/updating knowledge articles and support processes functions 

 

Qualifications

  • Experience – Min. 6 Month to 1 Year (Mandatory) and 1 to 2 Years (Preferred)
  • Written and verbal communication skills. 
  • Exceptional ability to multitask.
  • Exceptional ability to adapt and learn new platforms and skills on the fly.
  • Exceptional sense of urgency
  • Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
  • Ability to work under pressure involves dealing with constraints which are often outside of your control – these might be resource or time constraints, the difficulty of the task or having insufficient knowledge required to complete the task, or unforeseen changes or problems.
  • Good to have – Experience using and proficient in Apple hardware, Mac OS, Google (G-Suite), Windows and Office365
  • Good to have – ITIL Knowledge
  • Graduate from an accredited institution or Under-graduate with relevant technical experience

Previous customer/technical support or technology experience

 

Shifts – 24 x 7

 

Mode of work – Work from Office (WFO)

 

Process – Blended

 

PFB the salary Structure & the JD enclosed :-

 

Interview Process – HR screening, SVAR test/ Communication round, Operation round interview (Virtual /Face to Face Interview at campus)

 

Required candidates with excellent communications with basic Technical understanding / Service desk background.

 

 

  • Band – U1/U2
  • Role – Technical support/Sr. Technical Support
  • Salary Grids – Given below

 

Role Band Language Hyderabad
L1 Agent Fresher U1 English 350000
L1 Agent Exp (< 18 Months) U1 English 500000
L1 Sr. Agent U2 English 600000

Good to have Skills
  • Customer service and support software
  • Customer service knowledge generation software
Role Specific Skills
  • Active Listening
  • Clerical
  • Computers and Electronics
  • Critical Thinking
  • Customer and Personal Service
  • Deductive Reasoning
  • English Language
  • Inductive Reasoning
  • Information Ordering
  • Near Vision
  • Oral Comprehension
  • Oral Expression
  • Persuasion
  • Problem Sensitivity
  • Reading Comprehension
  • Service Orientation
  • Speaking
  • Speech Clarity
  • Speech Recognition
  • Written Comprehension
  • Written Expression

Bachelor of Engineering (B.E) - Others

Bachelor of Science (B.Sc) - Avionics

Bachelor of Science (B.Sc) - Computer Science

Bachelor of Science (B.Sc) - Electronics

Tech Mahindra expects the desired candidate to have minimum experience of 2 years

Tech Mahindra expects the desired candidate to have maximum experience of 4 years

Tech Mahindra expects the desired candidate to be a Graduate

Journey