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BrandSystems India Private Limited

L1 Helpdesk Support Engineer

BrandSystems India Private Limited
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  • 4 months ago
  • Over 300 applicants
Exp: 1-3 Years
Bengaluru / Bangalore

IT/Computers - Software

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Job Description

Key Responsibilities:
Serve as the first point of contact for customers seeking technical assistance over email and possibly via phone.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Determine the best solution based on the issue and details provided by customers.
Walk the customer through the problem-solving process, providing clear and simple instructions.
Direct unresolved issues to the next level of support personnel.
Provide accurate information on products and services.
Record events and problems and their resolution in logs.
Follow-up and update customer status and information.
Pass on any feedback or suggestions by customers to the appropriate internal team.
Identify and suggest possible improvements on procedures.

Communication Proficiency:
Must possess good communication skills in English, enabling clear and effective interaction with customers through both spoken and written forms. This includes the ability to understand customer needs, provide clear guidance, maintain patience and professionalism in all customer interactions, and accurately document support activities.

A friendly, empathetic approach, combined with the ability to convey technical solutions in an understandable manner, is essential.

Requirements:
Proven experience as a help desk technician or other customer support role.
Good understanding of computer systems, mobile devices, and other tech products.
Ability to diagnose and resolve basic technical issues.
Excellent communication skills.
Customer-oriented and cool-tempered.
Experience using JIRA
Experience using Freshservice or similar helpdesk software.
Experience is SaaS help desk services.
Advantageous experience in marketing processes and concepts.

More Info

Role:Customer Service Executive (Voice), Technical Support

Industry:IT/Computers - Software

Function:Customer Service/Call Centre/BPO, IT/Software Development - Application Programming/Maintenance

Job Type:Permanent Job, Jobs for Women

Skills Required

Helpdesk Support
Incident Management

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Date Posted: 27/06/2024

Job ID: 83206831

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About Company

BrandSystems India Private Limited
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Founded in Sweden in 1999, BrandSystems has emerged as a pioneer in marketing technology, delivering cutting-edge enterprise solutions for over twenty years. Renowned for our expertise in Marketing Resource Management (MRM), Digital Asset Management (DAM), Online Approval (Collaborate), and Local Area Marketing (LAM), we provide state-of-the-art SaaS platforms ready for immediate deployment.

With a widespread presence across Europe, the US, and APAC markets, we have garnered recognition for our outstanding achievements in marketing technology, as evidenced by our placement in Gartner's esteemed Magic Quadrant.

In 2018, BrandSystems became part of Wellcom Worldwide, expanding the marketing technology offerings within Wellcom Technologies divisions. Wellcom Technologies is dedicated to revolutionising marketing processes through our comprehensive suite of products, ensuring clarity, precision, and resource alignment to drive success.

Our dedicated team in Bangalore plays a pivotal role in our global operations, contributing significantly to the development and maintenance of our innovative solutions.

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