Technical Support Executive

Bangalore, KA, India

About Company:

ZaranTech is a USA based global Edtech company. We provide focused Individual and Corporate training in Niche IT technologies. Our Sr. expert trainers have 10+ years of real-time experience in the fast paced world of Information Technology. We provide Role-based training as compared to Product based training methodology. Most of our training programs are delivered Online and we provide Instructor Led and Self-Paced modes of training.

Job Profile:

Your job role as a Tech Support Executive will be to provide support for Enrolled students. This can range from Support for LMS, Google apps support, Zoom support, server/tenant support. All Support is handled either through ticketing system, calls, emails or sms. You will be first trained in various technologies we use. You will also be required to help with internal support issues. You are supposed to have an excellent technical background. We provide 24x7 Tech support so you are required to be on rotational shift.

Job Description

1. Daily resolve Tickets raised by students with a turnaround time of less than 24hrs.
2. Solve basic common user problems in real time, including software functionality problems and questions; data communication/internet/networking troubleshooting; installation problems and questions; and OS and browser related issues.
3. Escalate top priority, production-critical issues to the appropriate technical staff. Completely involved in troubleshooting technical problems.
4. Maintain ownership of issues until resolution.Resolve incidents in a timely manner as per SLAs.
5. Take full ownership on customer problem/cases, monitor for proper and on time feedback.
6. Act as the front line T2 technical contact to interact with customers (business partners and direct customers).
7. Work closely with the sales/chat coordinators. Follow the visit and escalate for technical or business emergency.
8. Try to resolve the case remotely, if can't resolve due to complex, urgency, ability escalate to the higher team.
9. Report to your Lead daily about any issue and statuses

Requirements:

1. Minimum 2 to 5 years of prior experience as a Technical Support executive handling tickets.
2. Experience no bar for suitable candidate.
3. Must have good English communication skills.
4. Must be comfortable in making outgoing calls to resolve issues.
5. Must be willing to work in Rotational shifts.
6. Preffered - Prior knowledge of Google Apps (like Gmail, Google drive, Google Sites), Zoom. And if you have past experience of working at a Edtech firm.
Location: Domlur, Bangalore
CTC: As per market

Benefits that you get:

1. Medical Insurance for Individual and Family through Oriental Insurance.
2. Salary directly deposited to Bank account.
3. You earn 1.5 days of vacation every month.
4. Travel Allowance depended on your profile.
5. OverTime 1.25 times paid upon Approval.
6. Comp off benefits.
7. PF benefits with 100% Employer matching.
8. Holidays followed as per USA calendar.

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