Descripción del trabajo : Provide remote support to printer Handle inbound calls / direct calls from field support engineersResolve issue and communicate to customers through outbound callsRedirect calls to field engineering support if a field support visit is requiredResolve the tickets within stipulated SLA Simulate customer issues, troubleshoot and provide resolution to customer reported issuesTroubleshoot / Configure the devices remotely and resolve the issuesActivities included but not limited to identification of the issues at system level (hardware, software)Use knowledge base effectively to resolve tickets and also contribute with new articles for knowledge base Requisitos : 1.
Prior experience working in a technical call center proving support for Hardware products like Printers or ACs or Computers or Elevators or any electro mechanical product.
2.A good and detailed knowledge of IT Fundamentals, Operating Systems, Desktop Applications, Networking, Network protocols, etc.
3.Skill and competency at providing professional technical telephone support.4.A strong aptitude and interest in developing detailed printer hardware knowledge to a Specialist level.
5.Provide on-demand and scheduled remote technical support to resolve customer service issues. Perform remote troubleshooting of problems in hardware, software, peripherals and communications.
Education Criteria (mandatory)
Diploma or Training or Certification or Bachelors in / Electrical or Electronics or Instrumentation or Mechanical
Diploma or Training or Certification in SQL or DBA or Servers or Computer Science