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+ Show More
Skills
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+ Show More
 

Role Specific Skills
  • Active Listening
  • Category Flexibility
  • Complex Problem Solving
  • Computers and Electronics
  • Critical Thinking
  • Customer and Personal Service
  • Deductive Reasoning
  • Design
  • Engineering and Technology
  • English Language
  • Flexibility of Closure
  • Fluency of Ideas
  • Inductive Reasoning
  • Information Ordering
  • Judgment and Decision Making
  • Mathematical Reasoning
  • Mathematics
  • Near Vision
  • Operations Analysis
  • Oral Comprehension
  • Oral Expression
  • Originality
  • Problem Sensitivity
  • Programming
  • Reading Comprehension
  • Selective Attention
  • Speaking
  • Speech Clarity
  • Speech Recognition
  • Systems Analysis
  • Systems Evaluation
  • 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