Technical Customer Support Executives
Employer:
Industry: Media and Communications
Location: Colombo, Sri Lanka
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 & EXPERIENCES
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.
HOW TO APPLY
Employer:Manpower Sri Lanka
Email: local@manpowersrilanka.com
Latest jobs in Sri Lanka ..
- Web Content Writer - Job Description - Analyze and create SEO content - Create content for the social networking accounts such as Facebook, Instagram,… Apply here.
- Admin & Finance Manager - The Admin & Finance Manager (hereafter Manager) is responsible for the administration and finance functions of the Collective for Historical… Apply here.
- JAVA- Tech Lead - Our client is one of the leading companies located in Colombo. Requirements: - Bachelor's degree in IT/Computer science/Engineering. - 5+Years… Apply here.
- Account Executive - We are associate of a well established printing company with 50 years reputation and having five separate Business Units specializing… Apply here.
- Head of Internal Audit - Job Description: Qualifications & Experience Required - Possess minimum 5 years audit experience in managerial level mm the financial sector… Apply here.
- IT Assistant - Sunrich Biscuits is dedicated to manufacture a range of exclusive and uniquely flavored biscuits in the best of quality using… Apply here.