Support Analyst L1/l2 Job in Posist Technologies Pvt. Ltd.

Experience: 1-3 years

Location: Delhi (POSist HQ)

Acting as the lead point of contact to clients & delivering service via phone, remote connection or email. Daily activities include gathering customer queries related to product features, hardware/software issues or internet connectivity issues and resolving them by evaluating & analyzing. Wherever mandatory, escalating priority issues as per client specifications. Also required are successful planning, product implementation, maintenance and follow up for all POSist users.

Responsibilities:

• Taking Client queries over Call / Email / Chat
• Resolve the tickets via Call / Email / Chat/ Remote tools
• Register Client queries in Ticketing Tool.
• Follow-up with client and with internal teams.
• Resolve the issue within the SLA and Company guidelines.
• Escalate the ticket to respective team and follow-up.
• Resolve the tickets related to Printers, Cash Drawer, networking and POSist Product.
• Sending updates to clients related to reported queries.
• Working in Rotational Shifts.
• Creating troubleshooting documents

Skills Checklist:

• Good Communicable skills.
• Should be able to work in 24*7 environment, Rotational Shifts (weekly offs will be there)
• Practical knowledge of Hardware, network troubleshooting, Printer Installation (USB and network)
• Good Decision making skills
• Multitasking
• Willing to work Cross teams
• Should be a Team player
• Should have Knowledge of Remote Tools
• Good Skills to adapt any Software tool.
• Documentation Skills is an add on