Support Analyst role @ TAO Digital

Support Analyst: Primary Skill Set: Communication should be excellen t, due to client facing role Able to communicate well in English: Speaking, Writing, Reading Ability to provide and follow directions. A positive, friendly attitude Work Experience & thorough Knowledge on Microsoft Windows Platform, Microsoft Office Experience troubleshooting Windows OS, Apple iOS and Android and Apple Apps common user navigation issues Basic administration knowledge in Office 365 Basic Active Directory user administration, password resets, etc. Fundamentally sound understanding of desktop computing Basic understanding of networking is essential Ability to learn and share information with others Positive attitude to work in a fast-paced environment Ability to multitask. Must demonstrate willingness to adhere to schedule, policies and procedures. Experience in Customer Care in one of the Industries like Hospitality, Online food delivery apps and Food and Beverages. Minimum Qualification: 4+ Years experience in US client facing Help Desk/Contact Center/Customer Service Support. Roles and Responsibilities: Participate in a 24x7 Operations Model Perform Shift Handover as per defined procedure Initial point of contact and coordination for all End-user Service Requests Provide Help Desk support to end-users of proprietary software. End-to-end Service Request Management, escalation, resolution and closing process. Provide phone and email support Manage multi-channel inbound Service Requests. Monitor Help Desk Ticket Queue and client infrastructure Track tickets to closure, ensuring they are properly tagged Update all work inside tickets Provide troubleshooting and support for end-user applications Participation in ad-hoc and recurring meetings