SR Technical Support– INTL India

Required Skills & Experience

helpdesk experience experience in a call center environment, excellent verbal communication skills because they are talking on the phone to troubleshoot with callers excellent written communication skills because they are documenting tickets in ServiceNow to record everything that occurred on the call. Have a friendly personality for customer service and exude patience BE RELIABLE – they cannot show up late to work and need to be there for their assigned shifts. They also can’t call in sick or call out all the time, most especially in their first few months on the job Able to walk someone through getting an IP address PC support experience Great documentation skills for the ticketing system Must be available to work any of the hours this team is open (USA Eastern time Monday through Saturday 9 AM EST to 10:30 PM EST. Sunday from 12 PM EST to 9 PM EST.) Ability to explain technical issues to a non-technical person

Nice to Have Skills & Experience

POS helpdesk experience Telecom Porting experience CheckPoint Firewall experience Networking troubleshooting experience Spanish speaker Experience with remote in tools like TeamViewer

Job Description

Location: Hyderabad, India Team operating hours: USA Eastern time Monday through Saturday 9 AM EST to 10:30 PM EST. Sunday from 12 PM EST to 9 PM EST.

A company in Atlanta, GA USA is hiring for a Senior Technical Support Representative to do technical troubleshooting as a part of the Tier 1 Helpdesk group who troubleshoots PCs, Windows operating systems and POS. They will also do Telecom Porting work. Additional duties as assigned. The Senior Technical Support Representative/Helpdesk agent who will be taking calls regarding troubleshooting of IT networks (routers, modems), computers and POS terminals for the retail store locations and the sales reps that work at those locations (not end customers purchasing new cell phone services). The Senior Technical Support Representative/Helpdesk agent will also handle issues dealing with telecom porting/portability (portability is wireless number transfers switching phone numbers from one carrier to another) Porting/portability can be taught and is not a required skillset coming into the job. The ideal candidate has dealt with calls related to POS hardware/software as well as calls dealing with portability and PC troubleshooting. If they can’t handle the call, Tier 2 can assist. This will be 100% phone support helping retailers with any IT issues they have in the store. Ticketing is done in ServiceNow. Additional duties as assigned.