System Engineer L4(Contract)

Job Description

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•    Excellent communication skills

•    Ability to Empathize, pacify and handle Irate Customers with Exceptional communication skills. 

•    Technical Knowledge in Troubleshooting Base Operating system Issues and eager to learn New Technologies. 

•    Troubleshooting Windows, Outlook, Teams, Citrix. VDI, VPN, Security App etc. over Remote Support 

•    Answer incoming calls and respond to customer’s emails in timely manner. 

•    Manage and resolve customer complaints. 

•    Identify and escalate issues to supervisors as and when needed. 

•    Provide product and service information to customers. 

•    Research required information using available resources and Offer Solution to customers. 

•    Research, identify, and resolve customer complaints using applicable software. 

•    Route calls and tickets to appropriate resources and Domains who can best support he user, 

•    Document all call information according to standard operating procedures. 

•    Recognize, document, and alert the management team of trends in customer calls. 

•    Create SOPs for new Issues and resolution given. 

•    Complete call logs and reports.

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