Technical Support Representative

3 semanas atrás


Brasil Tech Mahindra Business Process Services Tempo inteiro

Role: Associate- Technical Support

Location: Sao Paulo, Brazil

Languages required: Portuguese+Spanish+English

Salary: BRL R$ 2450/month

Responsibilities:


• Technical support by ticket to ensure closure according to ITIL incident management process.


• Follow-up/update of tickets for each call to ensure timely closure.


• Ownership of calls and tickets, directing for resolution and communication with the customer.


• Carry out the incident management lifecycle process, starting with incident registration to call closure and customer satisfaction survey.


• Troubleshooting application support issues


• Troubleshooting printers


• Troubleshooting VPN software and collaboration tools


• Troubleshooting password reset tools and remote control tools


• Troubleshooting MS Windows and Office, desktops, laptops, and networks

Qualifications:

Experience – Essential


• Understanding of computer systems


• Experience working in a 24/7 environment.

Experience – Desired


• 1-2 years of experience in a similar role.


• Experience in Desktop support, application support


• Exposure to ITSM ticketing tools (e.g. SN0W)

Skills and knowledge


• Excellent verbal and written communication skills.


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