Source description
About the role
About the job: You will be responsible for handling incoming calls, emails, and chats from users, and may need to work on rotational shifts. Your key responsibilities will include: - Comprehending and assisting end users from international locations over the phone - Recording, classifying, and prioritizing support tickets - Providing initial support and performing troubleshooting based on knowledge base articles - Taking remote access to end users' machines when required for troubleshooting - Routing requests to the appropriate support groups or third-party suppliers when tickets are not resolved during initial support - Monitoring the status of open tickets and documenting progress towards resolution - Keeping affected users informed about the progress of their tickets - Confirming resolutions and closing tickets within the defined SLA Who can apply: - Only Computer Science Engineering students are eligible to apply Skills required: - Technical Analysis - Technical Support - English Proficiency (Spoken) - English Proficiency (Written) - Effective Communication Other Requirements: - Basic troubleshooting on different versions of Windows OS (e.g., Windows XP, Windows 7, Windows 10, Windows 11) - Understanding of desktop applications, installation, and uninstallation - Ability to support users in business applications based on SOPs - Troubleshooting desktop/application remotely - Ability to carry out disk management, disk encryption, and wireless configuration - Ability to check utilization and availability, ability to perform start-up and shut-down services by following SOP - Ability to install and configure an email client, troubleshoot connectivity issues About Company: ASCloud Secure is a leading software development corporation offering top-rated software development assistance. With over 10 years of experience, the company provides robust and flexible digital solutions for millions of users worldwide. The company's dedicated team of skilled professionals ensures safe and secure software solutions for any operating system, browser, and device, tailored to meet the specific needs of customers. About the job: You will be responsible for handling incoming calls, emails, and chats from users, and may need to work on rotational shifts. Your key responsibilities will include: - Comprehending and assisting end users from international locations over the phone - Recording, classifying, and prioritizing support tickets - Providing initial support and performing troubleshooting based on knowledge base articles - Taking remote access to end users' machines when required for troubleshooting - Routing requests to the appropriate support groups or third-party suppliers when tickets are not resolved during initial support - Monitoring the status of open tickets and documenting progress towards resolution - Keeping affected users informed about the progress of their tickets - Confirming resolutions and closing tickets within the defined SLA Who can apply: - Only Computer Science Engineering students are eligible to apply Skills required: - Technical Analysis - Technical Support - English Proficiency (Spoken) - English Proficiency (Written) - Effective Communication Other Requirements: - Basic troubleshooting on different versions of Windows OS (e.g., Windows XP, Windows 7, Windows 10, Windows 11) - Understanding of desktop applications, installation, and uninstallation - Ability to support users in business applications based on SOPs - Troubleshooting desktop/application remotely - Ability to carry out disk management, disk encryption, and wireless configuration - Ability to check utilization and availability, ability to perform start-up and shut-down services by following SOP - Ability to install and configure an email client, troubleshoot connectivity issues About Company: ASCloud Secure is a leading software development corporation offering top-rated software development assistance. With over 10 years of experience, the company provides robust and flexible digital solutions for millions of users worldwide. The company's dedicated team of skilled professionals ensures safe and secure software solutions for any operating system, browser, and device, tailored to meet the specific needs of customers.
More at ASCLOUDSECURE