Technical Support Engineer/Data Analyst
Incedo
- México India
- Prácticas
- Tiempo completo
from our six offices across US, Mexico and India. We help our clients achieve competitive advantage through
end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and
design capabilities coupled with deep domain understanding. We combine services and products to maximize
business impact for our clients in telecom, Banking, Wealth Management, product engineering and life science
& healthcare industries.
Working at Incedo will provide you an opportunity to work with industry leading client organizations, deep
technology and domain experts, and global teams. Incedo University, our learning platform, provides ample
learning opportunities starting with a structured onboarding program and carrying throughout various stages of
your career. A variety of fun activities is also an integral part of our friendly work environment. Our flexible
career paths allow you to grow into a program manager, a technical architect or a domain expert based on your
skills and interests.
Our Mission is to enable our clients to maximize business impact from technology by
- Harnessing the transformational impact of emerging technologies
- Bridging the gap between business and technology
As a Software Engineer - Voice/ chat / email Support at Incedo, you will be responsible for providing customer support to clients through various channels such as voice, chat, and email. Your duties will include handling customer inquiries and complaints, providing technical support, resolving issues in a timely and efficient manner, maintaining customer satisfaction, and adhering to service level agreements.Roles & Responsibilities:
- Responsible for solving customers technical queries and assist customers with Hardware and Software issues
- Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e.) software, hardware and client specific applications).
- Diagnose and troubleshoot technical issues, including account setup and network configuration, password reset
- Provide remote support to customers using remote assistance tools
- Ask customers targeted questions to quickly understand the root of the problem
- Track computer system issues through to resolution, within agreed time limits
- Respond to incoming telephone calls, voicemail, web-submissions, emails and/or chat for assistance from users experiencing problems.
- Properly escalate unresolved issues to appropriate team.
- Strive to meet or exceed all SLA goals.
- Refer to internal database or external resources to provide accurate tech solutions.
- Excellent problem solving & communication skills
- Ability to learn and apply technical information in a fast-paced, demanding work environment.
- Effective listening and probing skills.
- Ability to diagnose and troubleshoot basic technical issues
- Ability to provide step-by-step technical help, both written and verbal
- Hands-on experience with Windows/Mac OS environments
- Knowledge in Microsoft Office (i.e. Word, Excel, PowerPoint, Access)
- Good understanding of computer systems, mobile devices and other tech products
- Flexibility to accommodate Help Desks hours of operation, 24 hours a day, seven days-a-week, including holidays.
- Flexible and open to odd hour shifts i.e. US shift timings.
- Ability to handle a large call volume.
- Ability to multi-task.
- BCA/ B.Sc Degree in IT or Computer Science from a reputed university.
- Good to have internship experience in tech support & hands-on experience with Windows/Mac OS environments