Technical Support Specialist

** Must be able to work ANY SHIFT during these hours (this will be assigned)

Monday
- Saturday: 8PM IST- 9AM IST

Sunday: 1030 PM IST- 7 AM IST

** Must be able to work onsite 5 days per week in our Hyderabad office

** Must be an immediate joiner

We are hiring for a Senior Technical Support Representative to do technical troubleshooting as a part of the Tier 1 Helpdesk group who troubleshoots PCs, Windows operating systems and POS. They will also do Telecom Porting work. Additional duties as assigned.

The Senior Technical Support Representative/Helpdesk agent who will be taking calls regarding troubleshooting of IT networks (routers, modems), computers and POS terminals for the retail store locations and the sales reps that work at those locations (not end customers purchasing new cell phone services). The Senior Technical Support Representative/Helpdesk agent will also handle issues dealing with telecom porting/portability (portability is wireless number transfers switching phone numbers from one carrier to another) Porting/portability can be taught and is not a required skillset coming into the job.

The ideal candidate has dealt with calls related to POS hardware/software as well as calls dealing with portability and PC troubleshooting. If they can’t handle the call, Tier 2 can assist. This will be 100% phone support helping retailers with any IT issues they have in the store. Ticketing is done in Service Now.

Qualifications:

Helpdesk experience

Excellent verbal communication skills because they are talking on the phone to troubleshoot with callers

Excellent written communication skills because they are documenting tickets in Service Now to record everything that occurred on the call.

Have a friendly personality for customer service and exude patience

BE RELIABLE – they cannot show up late to work and need to be there for their assigned shifts. They also can’t call in sick or call out all the time, most especially in their first few months on the job

Able to walk someone through getting an IP address

PC support experience

Great documentation skills for the ticketing system

Nice to Have:

POS helpdesk experience

Telecom Porting experience

CheckPoint Firewall experience

Networking troubleshooting experience

Experience with remote in tools like Team Viewer

** Exact compensation may vary based on several factors, including skills, experience, and education.