Company Name

Movate Technologies Pvt Ltd ( Hyderabad )

Job Description

• Role & responsibilities:
  • Provide world class remote assistance to users via Chat, Phone and eMail
  • Assists users by remote troubleshooting and resolving technical and service isues.
  • Performs tasks according to standardized policies, requiring basic analytical and cognitive skills to address technical issues.
  • Provides comprehensive remote support across major operating systems -
  • Chrome OS, Mac OS, Windows, Linux by utilizing readily available basic OS troubleshooting techniques.
  • Follows documented procedures for issues presented and escalates further if need be.
  • Delivers support for G suite applications, covering installation and basic usage -
  • When necessary, escalates issues to the SMEs / Leads for resolution.
  • Employs advanced troubleshooting techniques to diagnose and resolve problems efficiently.
  • Assists users with access and account-related issues, following defined and documented guidelines, policies, and procedures to ensure accurate and consistent support.
  • Regularly and actively participates in technical training sessions to stay up to date with the latest tools and processes, leveraging knowledge base (KB) resources to enhance issue resolution
  • Proactively identifies recurring or unique user issues, providing valuable feedback for continuous improvement of support processes and troubleshooting techniques.
  • Communicate effectively with non-technical users to explain solutions in an understandable manner.
  Required Skills & Qualifications:
  • Degree Certificate (Any, but should have good written and verbal communication skills)
  • 0-1 years of Customer Service experience
  • Excellent communication skills, should be able to hold a conversation
  • Basic troubleshooting and should be able to comprehend the issues presented
  • Ability to deal professionally as well as ability to learn new products and technologies
  • Good customer service skills, multitasking and documentation skills
  • Ability to adjust quickly to the changing priorities and implement the same per business requirements
  • Basic knowledge on IT systems
  • Communication & Customer Handling: Excellent communication skills with the ability to engage in conversations, comprehend issues, and provide professional support. Strong customer service, multitasking, and documentation skills
  • Technical & Analytical Skills: Basic troubleshooting and IT systems knowledge, with the ability to analyze and resolve technical issues effectively. Good analytical and cognitive skills.
  • Adaptability & Learning: Quick to adjust to changing priorities and business requirements. Ability to learn and adapt to new products and technologies efficiently.

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