- Working at Technical Assistance Centre & Resolving network issues of Enterprise customers.
- Troubleshoot Level 1/2/3 network issues of enterprise customers (US/CAN region).
- Achieve all the defined metrics & SLA.
- Effective engagement with customer (written & verbal) & ensure Customer Satisfaction.
- Proactive involvement of Technical Leads / Management in resolving critical issues.
- Writing Tech documents covering best practices & Tshoot approaches for a product/issue.
- Mentoring of New Hires.
- Prior troubleshooting experience.
- Willing to work in 24*7 Support (Including Night Shifts).
- Prior experience of Voice based technical support.
- Excellent communication(written & verbal) skills.
Current Affair's Books