Technical Customer Support Executives

SALARY: Rs. 50,000 – 60,000

One of our prestigious Clients’ who is a leading Multinational IT company based in Colombo is looking for skilled “Technical Customer Support Executives” to join their team immediately!

Roles & Responsibilities

• Record and classify received incidents and undertake an immediate effort in order to resolve the issue.
• Log all Incident/Service Request details, allocating categorization and prioritization codes.
• Keep users informed about their incidents’ status at agreed intervals.
• Associate incidents with other records. (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
• Provide first-line investigation and diagnosis of all Incidents and Service Requests.
• Verify resolution with users and resolve incidents in Salesforce (CRM).
• Escalate major incidents to the Level 2 support.
• Escalate incidents at risk of breaching Service Level Agreement to the Level 2 support or manager.
• Owns all Incidents and Service Requests throughout their lifecycle.

Qualifications & Experience

• Undergraduate degree, similar post-secondary degree, or equivalent experience.
• At least 2-3 years experience in a customer service delivery and operations environment.
• Proficient with computers such as Windows 2000/NT, workstation, MS Office, and PC Hardware.
• Having knowledge of remote connections. (Ammyy, TeamViewer, Remote desktop, etc.)
• Having good knowledge of a product depending on the service area.
• Able to learn new technologies.
• Exceptional verbal and written communication skills.
• Excellent presentation and technical writing skills.
• Excellent time management skills and customer service skills.
• Strong customer-focus and problem-solving attitude.
• Skills in planning, organizing, and adapting within a multi-tasking environment.
• Have the aptitude and patience to update cases with well-written activity reports on a regular basis and maintain case documentation.
• Able to communicate and cooperate with staff at all levels.
• Able to identify trouble spots and excellent problem-solving skills.
• Ability to work independently and under pressure.
• Good team player.
• Should be willing to work on weekends and 24/7 roster basis.