Service Desk Engineer Level I Jobs in Pakistan
Service Desk Engineer Level I Job in Sybrid (Pvt) Ltd - A Lakson Group Company, Pakistan
-To troubleshoot and resolve customer problems.
-Maintain high customer satisfaction thorough effective management of incident management life-cycle and provide ticket number for future reference.
-Entertain the customer queries and provide direct technical support to customer based on operation, troubleshooting, installation of CPE (customer premises equipment) and other products.
-To document and log all customer contacts /queries into support database.
-Prepare and deliver documentation of problem description and findings to appropriate escalation point. (example : log complaints highlight and escalate to concern).
-Take ownership of and solve increasingly complex customer issues in line with support process and policy and ensuring customer satisfaction.
-Customer communication handling: log and qualify issues, priorities severity, identify and communicate action plan (through phone call or email).
-Diagnosis: analyze issue, using sophisticated tools, own knowledge and where appropriate liaise with others to identify the cause and solution for the issue.
-Complaint ticket escalation to different departments.
-To keep proper record of revisit query and forward it to the respective shift incharge
-Technical Background with masters or bachelors degree required (4 years degree program)
-Demonstrate effective written and oral communication skills - very good command of both spoken and written English and Urdu.
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