Job Description

Handle emails/phone calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customers. Probe customers to understand problem using available tools to diagnose and resolve technical problems
Knowledge and experience of customer service practices
Related experience and training in troubleshooting and providing help desk support
Oral and written communication skills
Learning skills

Planning and organizing
Attention to detail
Stress tolerance
General awareness of computer systems, pc repair, and network management
Responsible for answering queries and addressing system and user issues in a timely and professional manner

Managing large amounts of inbound and outbound emails in a timely manner along with documentation and reports of overall HD flow
Understanding and proactively maintaining daily inflow of emails with performance, having the ability to troubleshoot customer problems, and innate follow-up and follow-through skills are all essential aspects of the help desk supports day-to-day role.
Monitor and respond quickly to incoming requests/queries relate to issues
Resourcefulness and quick-thinking nature to troubleshoot new and critical customer issues as they arise
Strong drive to provide excellent customer service and experience, with an awareness of prioritization of tasks, stakeholders and time

Following up with customers to ensure full resolution of issues
Requesting feedback and/or monitoring calls and other methods of correspondence to improve training methods
Running reports to analyze common complaints and problems
identify and escalate situations requiring urgent attention
inform management of recurring problems

help update training manuals for new and revised updates in HD process

TECKNOWLEDGE CONSULTANCY SERVICES is Looking for Associate Operations (Helpdesk) Full Time

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