Helpdesk Senior Associate

Roles & Responsibilities• Respond to customer requests from various phone, Email, or chat channels.• Resolving technical problems, and suggesting appropriate workarounds to supported applications.• Resolve customer service issues and skillfully manage complex customer service problems. • Manage customers' expectations and experience in a way that results in high customer satisfaction.• Research, document, and escalate cases according to procedure.• Actively participate in job-related training.• Review support cases for technical and troubleshooting accuracy.• Define and describe technical best practices.• Develop and maintain technical expertise in assigned areas of product functionality and utilize that expertise effectively to help customers.Skillset Required• Demonstrated analysis, problem-solving and skills troubleshooting expertise• Detailed, organized and results-oriented• Ability to effectively prioritize and escalate customer issues as required • Excellent written and verbal communication skills• Comfortable interacting with all levels of management• Ability to multi-task and perform effectively under pressure• Supporting MS Windows, Mac OS, iOS• Supporting hardware issues for Windows and Mac Pcs/laptop• Knowledge and experience with networking/connectivity terminologies and concepts• Knowledge and experience with Microsoft Office suites• Good understanding of ITIL terminology• Microsoft Office skills (Word, PowerPoint, Excel, Project)Education (Essential)Technical graduate / Technical DiplomaExpereince1 - 3 Years