Questioning skills- probing skills, relevant to troubleshooting.
Knowledge of basic networking concepts and technologies.
Proficient in network connectivity issues, TCP/IP, Dial-up, Token Ring, Ethernet, LAN/WAN
Knowledge of operating systems, Windows 2000/NT/XP configuration options and Troubleshooting
Browser Support - Internet Explorer
Ability to identify basic hardware & aware of basic hardware concepts.
User level familiarity with at least one e-mail client - Outlook, Notes etc..
Skilled in commercially standard software applications and major desktop operating systems.
Has technical experience and skills in the areas of problem determination, creativity and analysis.
Receives incoming calls from customers and creates incident record or updates existing record.
Very strong computer skills required to be the initial call handling person who will perform problem cause analysis, resolve routine customer problems and/or more complex problems, and resolve routing and customer problems all within set criteria.
Ability to meet a set of defined account agent productivity measurements.
Be able to identify opportunity for, and implement process improvements.
Customer Service Skills, Communications verbal and written, Neutral accent
Advanced soft skills and call control as appropriate for an internal corporate IT helpdesk.
Possesses strong customer service skills with ability to balance technical support, written / oral communication and customer satisfaction.
Bachelor Degree
Diploma Courses (post 10+2 with 1 year international call center experience);
PUC - with one year of international call center experience);
Engineering Degree or Post Graduate Degree (with at least 1 year
experience in customer care / semi-tech international call center
process)
