Fresher Hiring For Technical Support Analyst @ "Prometric" in Gurgaon
About Company
Name: Prometric Testing Pvt Ltd Website: www.prometric.com
Job Details:
Education: Any Graduate
Experience: 1 - 2 Years
Job Location: Gurgaon
Walk-in On 16th & 17th Aug 2018 Between 11:30 AM to 03:00 PM @ Gurgaon
Job Description:
Technical Support Analyst
Support the clients & provide resolution of procedural, process, information and technical problems
for requests from testing center administrators submitted by Inbound Calls, email, chat.
Multitask and support customers on more than one channel, call & chat at the same time.
Document & provide audit trail of all problems and resolutions (problem description, troubleshooting
steps taken, resolution) through the use of Incident Management tool.
Take ownership of problems, and follow appropriate escalation paths to ensure the problems are
resolved in timely and effective ways to meet customer service and Global Help Desk metrics.
Identify systematic problems and/or recommend opportunities for improvement that will eliminate or
reduce problems in the windows XP & Win 7 platform based Prometric Applications.
Act as advocates for the testing center administrators to ensure their needs and concerns are
addressed and/or escalated.
Follow established procedures for call and chat referral, escalation and problem resolution with
Level 2 Engineers globally.
Work with different Site / Onshore engineers to support.
Regular Follow-up with customer and different resolver groups or teams to work towards resolution
of open tickets.
Work cooperatively with other team members including those in other regions.
Recommend changes or additions to existing procedures that will improve the overall effective
operation of the Global Help Desk support model.
Perform other duties as assigned.
Working knowledge into Active Directory preferred.
Logical bent of mind to isolate the root cause of the technical issues.
Proficiency in Remote Desktop troubleshooting, router & LAN troubleshooting.
Learn new skills and demonstrate high levels of proficiency with new technologies, tools and
procedures as required.
Desired Profile:
Experience 1 to 2 Years in Technical Helpdesk required.
Proficiency with Command Prompt, XP, Win 7 and general networking commands and hardware
configuration support.
Understands Printer Troubleshooting.
Excellent customer service skills and focus.
Ability to communicate in English (written and verbal) in a clear, concise and patient manner.
Excellent listening and conversational skills.
Ability to work in NIGHT Shift with rotational weekly off.
Ability to work in a dynamic environment and adapt quickly to change.
Ability to work as part of a team to accomplish common goals.
Good conflict resolution skills.
Good typing skills.
Contact Details
Contact Name: HR
Contact Number: 91-124-4517145
Venue Address
Prometric Testing Private Limited,
2nd Floor, DLF Infinity, Tower - A,
Sector-25, Phase 2, DLF City, Gurgaon 122 002..
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