The Associate Process Manager provides technical support via phone or email, troubleshoots hardware and software issues, and ensures customer satisfaction.
Responsibilities
- Serve as the first point of contact for internal users seeking technical assistance over the phone or email or any other medium
- Perform remote troubleshooting through diagnostic techniques and pertinent questions
- Determine the best solution based on the issue and details provided by users
- Walk the users through the problem-solving process
- Responding to client support requests.
- Contacting clients to find out the nature of the problem.
- Troubleshooting hardware and software issues.
- Installing and maintaining hardware and computer peripherals.
- Installing and upgrading operating systems and computer software.
- Troubleshooting networking and connection issues.
- Advising on software or hardware upgrades.
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT services and application and support mechanisms
- Record events and problems and their resolution in logs
- Follow-up and update user status and information
- Pass on any feedback or suggestions by users to the appropriate internal team
- Identify and suggest possible improvements to procedures
Eligibility Requirements:
- Proven experience as a help desk technician or other support technician role
- Tech savvy with working knowledge of MS office, Teams/Zoom, and remote technologies
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and resolve basic technical issues
- Excellent communication skills
- Good written and verbal communication skills.
- Customer-oriented and cool-tempered
- Bachelor’s degree / Master’s degree
Top Skills
MS Office
Remote Technologies
Teams
Zoom
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What you need to know about the Pune Tech Scene
Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.
