Technical Customer Care Representative
Harris Computer
- Location
- India
- Job type
- Full-time
About the role
Harris Computer
Website:
harriscomputer.com
Job details:
- Handles the escalated support calls or tickets; may work directly with customers to provide services and help resolve computing problems.
- Manages bug fixes and software enhancements.
- Uses discretion to effect timely solution of problems in order to ensure customer satisfaction, eliminate downtime and prevent cost overruns.
- Recognizes issue with code, but escalates to development.
- Provides technical leadership and training for lower level support specialists.
- Receives requests for computer technical assistance and problem resolution from company employees.
- Collects detailed information to categorize request in order to determine method of resolution, and create processes and guides.
- Exercises sound professional judgment in analysis of problem in order to: (1) attempt hardware/software solution by phone, or (2) decide proper level of maintenance required to solve problem.
- Directs the activities of lower level technical support analysts to contribute to the overall performance of the help desk operation including internal training and mentoring.
- Other duties as assigned.
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