ADVATIX – Advanced Supply Chain and Logistics Looking for IT Helpdesk at Gurugram, Haryana, India Full Time

Overview:

Responsibilities • Serve as the first point of contact for customers seeking technical assistance over the phone or email • Handle phone calls/emails and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers. • Perform remote troubleshooting through diagnostic techniques and pertinent questions • Facilitate or escalate customer issues and complaints, both internally and externally. • Direct unresolved issues to the next level of support personnel • Co-ordinate all consumable calls in order to enable dispatch of Client & Multi-vendor consumables to customers. • Co-ordinate all Break/Fix calls in order to enable dispatch of Client & Multi-vendor engineers to customers. • Liaise with Various Helpdesks, Client and Third-Party Service Providers escalating through these avenues to close. • Install and test desktop software applications including antivirus and internet browsers. • Diagnose and troubleshoot technical issues, including account setup and network configuration • Setup desktop computers and peripherals and test network connections • Flexibility to take on additional tasks as directed by Team Lead. • Validate Customer details and requirements on data entry, categorize and deal with appropriately. • Maintain accurate database information. • Obtain call closures details on all dispatched calls.

Requirements • Proficiency in English • Knowledge of Computers and basic understanding of Networks, Telephony, VPN, with an excellent knowledge of MS Office • Working knowledge of a customer focused environment. • Proven record of delivery of excellent customer service with a minimum 1-year experience in multi-cultural customer service Call Centre environment • Effective interactive skills and ability to work as part of a team • Able to maintain and project a helpful and courteous attitude in any circumstances • Resilient under pressure and adaptable to unseen work demands • Flexible attitude towards working patterns including early starts & Bank Holiday