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Associate Technical Support Engineer
Eligibility:
- B.E/B.Tech [CSE/ECE/IS/IT], Bsc (computer),BCA, MCA from 2017-2020 batch
- 0-3 Years Experience
- Excellent verbal & written communication skills
- Willing to work in Shifts and in 24X7 work environment
Duties and Responsibilities:
Essential duties and responsibilities include the following.
Answer, evaluate, and prioritize incoming telephone, email and chat-based requests for assistance from users experiencing problems with hardware, software, networking and other computer-related technologies
- Provide timely, professional, and accurate responses to clients who submit a question via the help menu, phone or email
- Enter all correspondence and necessary information related to a case into the case management system (currently Salesforce.com)
- Troubleshoot individually and with team members to resolve a case within 24 hours of case submission
- On-board new clients so that they can start using the Hobsons solutions successfully
- Collaborate and follow-up with the Product Engineering department on cases that require escalation to get resolved. Collaborate and follow-up with the Product Engineering department on cases that require escalation to get resolved
- Inform the account management team on critical member issues that result in a high priority case that is working to get resolved
- Contribute to research and growth of the Knowledge Base by creating member-facing documentation such as solutions and troubleshooting techniques/steps to resolving common questions
- Manage case work load by monitoring open case queue and phone queue and addressing cases in order in which they are received
- Provide feedback to Product Management and Product Engineering departments on common issues and questions from members as well as enhancements and recommendations for product improvements
- Enhance personal and professional growth by participating in training sessions for Support team
Qualifications:
To be considered for and to perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
Qualifications include:
- Associate/Bachelor’s degree required
- Excellent written and verbal communication both over the phone and in-person required
- Ability to document identity and employment eligibility
- Excellent written and oral communication skills
- Good listener with good phone presence
- Demonstrates patience and empathy and has the ability to stay calm when dealing with customers under stress
- Strong technical, analytical and troubleshooting skills
- Demonstrated track record of being able to troubleshoot and solve customer problems remotely
- Can work independently to solve problems
- Strong organizational skills
- Outstanding attention to detail and accurateness
- Ability to manage and prioritize multiple tasks simultaneously
- Working knowledge of incident tracking software and reporting capabilities
- Ambition, drive, and ability to learn quickly and adapt to change
- A team player willing to help others
- Experience with being managed to traditional customer support metrics such as average response time, average resolution time and customer satisfaction
- Strong verbal and written communication skills
- Exemplary customer service and conflict resolution skills
- Ability to handle a heavy workload and juggle multiple responsibilities with frequent interruptions and schedule changes
- Ability to maintain positive attitude and foster a collaborative and unified work environment
- Associate’s degree or equivalent work experience
Salary: INR 6.5 LPA (Including shift allowances) + Free cab facility
Work Location: Bangalore
Interview process :
- Group Discussion
- UCAT
- English Written test
- Technical Interview
- Manager/Onsite round
About Us
PowerSchool
PowerSchool, the nation's leading student information system provider to public, charter and independent K-12 schools, seeks motivated candidates to fill our Project Manager role in Product Deployment– a unique position wherein you are required to combine technical skills, client relations skills, and project management skills to provide assistance to our multi-office Registration team and the clients we serve.
PowerSchool is the #1 leading education technology platform for K-12, serving more than 32 million students, 66 million parents, and 100 million users in over 70 countries around the world. We provide the industry’s first Unified Classroom experience with best-in-class, secure, and compliant online solutions, including registration and school choice, student information systems, learning management and classroom collaboration, assessment, analytics, and special education management. We empower teachers and drive student growth through innovative digital classroom capabilities, and we engage families through real-time communications across any device.
PowerSchool is the #1 leading education technology platform for K-12, serving more than 32 million students, 66 million parents, and 100 million users in over 70 countries around the world. We provide the industry’s first Unified Classroom experience with best-in-class, secure, and compliant online solutions, including registration and school choice, student information systems, learning management and classroom collaboration, assessment, analytics, and special education management. We empower teachers and drive student growth through innovative digital classroom capabilities, and we engage families through real-time communications across any device.
Disclaimer: This Content is provided by PowerSchool, TeamLease E Hire Private Limited (Formerly Cassius Technologies Private Limited) disclaims all warranties against infringement, In no event will TeamLease E Hire Private Limited (Formerly Cassius Technologies Private Limited) be liable for any loss or damage.