Support Analyst role @ TAO Digital

Support Analyst:

Primary Skill Set:

• Communication should be excellent, due to client facing role
• Able to communicate well in English: Speaking, Writing, Reading
• Ability to provide and follow directions.
• A positive, friendly attitude
• Work Experience & thorough Knowledge on Microsoft Windows Platform, Microsoft Office
• Experience troubleshooting Windows OS, Apple iOS and Android and Apple Apps common user navigation issues
• Basic administration knowledge in Office 365
• Basic Active Directory user administration, password resets, etc.
• Fundamentally sound understanding of desktop computing
• Basic understanding of networking is essential
• Ability to learn and share information with others
• Positive attitude to work in a fast-paced environment
• Ability to multitask.
• Must demonstrate willingness to adhere to schedule, policies and procedures.
• Experience in Customer Care in one of the Industries like Hospitality, Online food delivery apps and Food and Beverages.

Minimum Qualification:

• 4+ Years experience in US client facing Help Desk/Contact Center/Customer Service Support.

Roles and Responsibilities:

• Participate in a 24x7 Operations Model
• Perform Shift Handover as per defined procedure
• Initial point of contact and coordination for all End-user Service Requests
• Provide Help Desk support to end-users of proprietary software.
• End-to-end Service Request Management, escalation, resolution and closing process.
• Provide phone and email support
• Manage multi-channel inbound Service Requests.
• Monitor Help Desk Ticket Queue and client infrastructure
• Track tickets to closure, ensuring they are properly tagged
• Update all work inside tickets
• Provide troubleshooting and support for end-user applications
• Participation in ad-hoc and recurring meetings