Associate - Application / Technical support- Windows

Role Title: Sr. Associate
(Level 3)

Overview of Role:Handles
customer inquiries via phone, email or chat regarding technical issues related
to applications/software/hardware and networking.

Location: -Pune
(Hinjewadi)

Shift:- It’s 24 x 7
operations, mostly night shifts.

Total Experience: - 3 to 4 yrs.(Min 2
Yrs. in Technical support)

Accountabilities

Application/Technical Support

Provide first line technical supporttalking to clients and computer users to determine the
nature of problemsAnswer queries promptly, professionally
and knowledgeably on the phone/email/ChatMaintain polite, professional attitude
to all clientsInstalling and configuring applications, software,
systems, networks, printers and scannersinvestigating, diagnosing and solving computer software
and hardware faultsLog all calls received on Salesforce
accurately, efficiently and completelyInteract with internal teams and
external 3rd party vendors to trouble shoot and resolve complex problemsProvide timely updates to clients on
existing queries.Manage and take ownership of the
resolution process for all customer related issuesEnsure the provision of consistently
reliable and professional service by utilizing in depth technical and product
knowledge and diagnostic skillsDevelop expertise in the
tools/Applications of client products that will lead to shorter resolution
times.Escalate issues across business
technical divisions expediting solutions to complex client queries and provide
end to end ownership of client issuesUndertake proactive calling to ensure
customer satisfaction levelsProactively monitor team and make adjustments
to meet optimum performance levels and advocate consistently maintained
proceduresAchieve individual & team desk
targetsMaintain good working relationships
with internal departments as well as 3rd party vendorsDemonstration of ownership of problems

Knowledge & Key Skills

Personal Qualities

Strong customer service and support
focus with a desire to deliver a high quality serviceSelf-motivated and highly professional
with ability to lead and take ownership and responsibilityAbility to multi-task, work under
pressure and to tight deadlinesA desire to learn and improve skills
and knowledgeLogical approach to problem solvingFast learner, energetic and
enthusiasticAdaptable and flexible to business
demandsStrong organizational and planning
skillsPositive ‘can-do’ attitudeTeam player

Functional Skills and Experiences

Experience working in technical support
processGood communication skills (verbal &
Written)2+ years’ experience in
Application/Technical supportExtensive problem solving and
troubleshooting skillsAbility to independently apply
production upgrades and support the products and technologiesExperience in providing services to
agreed SLA’sExcellent interpersonal and
communication skillsFlexible in working outside of core
business hours at short-notice

Technical Skills and Experiences

OS:-Win 2003/2008 servers,
Linux/UnixDatabase: - DB2/Oracle, should be very
good at SQL queriesNetworking and hardware troubleshootingKnowledge of HL7/DICOM will be a PlusAnalyzing and understanding
application/Eventviewer/Network logsExperience troubleshooting medical domain
application(RIS) will be a PlusTools ( Webex/Goto Assist/WireShark)

Documentation

Ensure incidents and problems are
up-to-dateEnsure all technical and non-technical
documentation is up-to-dateContribute to management reports