Technical Associate - IT Services
Genpact India Pvt. Ltd
Total years of experience :6 years, 11 Months
Worked as a Technical Associate - IT Services with GENPACT INDIA PVT. LTD (U.S based company) since June 2011 - April 2018
on a Full-time permanent basis.
Overall six years of experience in the Technical support, Administration, Configuration,
Implementation, and Support experience.
Roles & Responsibilities:
My work is to deal with U.S/U.K/AUS/CAN customers/clients by making calls/chat/e-mails (multi-tasking) Technical Support - IT services (Laptops and Printers, Wireless, Anti-virus, Cloud printing setup)
Responsible for outbound/inbound calls.
Understand the customer’s/clients issues and fix it accordingly.
Confirm all the details from the customer/client. (contact/e-mail address).
Interact with the customer over the phone/chat/e-mails and understand the
issue and help them with a few troubleshooting steps.
Taking remote access of customer’s computer and follow all the possible troubleshooting steps wireless (Wi-Fi) Router related issues and get it fix and also make sure they will not face the issue again.
Keep informing the customer what is the cause of the issue and how they
should get them away with the future errors and get it fixed.
Create incident case of every issue.
Keyed in all the related issues and errors in the case notes.
Get the best resolutions to the customer.
Maintaining active database of all case incident issues received and processed.
Follow ups to check if every things works fine.
Sending the trackers of all the daily issues to the Manager.
Bachelor's in Computing IT