Tech support associate level 1

Location: porvorim, goa, India
Date Posted: 19-07-2018
Tangentia is a global company headquartered in Toronto, Canada and has been on the Profit 500 list of fastest growing companies in Canada for the last 5 years. Tangentia started operation in Goa in 2005 with the establishment of Tangentia India Technologies Private Limited and we are glad we chose Goa as our home in India. Over the last 10 plus years we have built and supported multiple global projects from Goa including some marquee customers like Hewlett Packard, Apple India, Transport Corporation of India, Liquor Control Board of Ontario, Capgemini, Deloitte, IBM, Tata Consultancy Services, Reliance Retail etc.

With our location in Goa, we are confident that we provide the best work life balance and a superior quality of life as compared to many of our competitors in other locations in India. We have proved the cynics wrong with actually establishing a world class IT business in Goa and one which is growing by the day. We look forward to having you as part of our growing team where you will have many  pportunities to make your mark. 

We are hiring for :

Job title:   Technical support associate level 1 
Location : North Goa, Porvorim

Job Description -
  • As a technical support/helpdesk employee, you’ll be monitoring, maintaining and resolving tickets raised by our customers that use our Applications.
  • If there are any issues or changes required, such as forgotten passwords, Role change or request for any changes related to their account , you’ll be the first person customers will come to.
  • Tasks can include, contacting customers and help them resolve issues by screen sharing, diagnosing software/Application related issues and report to Level 3 engineers, either over the Phone, Webex or face to face.
  • Most importantly, as businesses cannot afford to be without the whole system, or individual workstations, for more than the minimum time taken to resolve them, your technical support is vital to the ongoing operational efficiency of the company.
  • As technical support, you may also be known as a helpdesk operator, technician support associate.
  • You could work for software providing after-sales support or our customers to whom we provide IT maintenance and support. Alternatively you may work in house, supporting the rest of the business with their ongoing IT requirements.


Some tasks you may be involved in include:

• Working with customers/employees to identify Software related problems and advising on the solution
• Logging and keeping records of customer/employee queries
• Analysing call logs so you can spot common trends and underlying problems
• Updating self-help documents so customers/employees can try to fix problems themselves
• Working with Level 3 IT engineers if the problem is more serious
 
Required skills-
Some of our Customers would expect you to be able to explain complex information in simple and in clear terms. Additionally, We are also looking for:

• An ability to assess each customer/employee's IT knowledge levels
• Ability to deal with difficult callers
• Logical thinker
• Good analytical and problem solving skills
• Up-to-date technical knowledge
• An in depth understanding of the software our customers are using
• Good interpersonal and customer care skills
• Good accurate records keeping
  
Education:
  • Bachelor degree/ Diploma Certificate/ Post Graduate  in Business or Computer science. 
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