June 11, 2025 
Bengaluru 
Full-time Job Description…
Role & responsibilities
- Perform customer support to client via telephone, chat, email support or self-service tickets.
- Provide Level 1 triage and resolutions such as password resets and Active Directory account unlock for reported incidents and requests.
- Provide connectivity support for home users which includes network routers, broadband, cabling, Citrix VDI, Virtual Technologies, and VPN.
- Provide support on RSA & Multi Factor Authentication based issues
- Perform customer call backs as required.
- Providing Apple, Windows, Chromebook device support over the phone.
- Providing Application support on both IOS & Android Devices
- Assist users with set up of home equipment and provide troubleshooting assistance if needed.
- Assisting with troubleshooting issues using remote management software And Citrix Virtual Desktop Instances.
- Read Knowledge Base Articles and follow the guidelines mentioned within them to diagnose issues
- Using Dashboards to Pick, Analyze & Prioritize Tickets
- Using specific tools to diagnose issues, make recommendations for resolution.
- Using problem-solving and people skills to ensure swift resolutions to technical issues.
- Testing, troubleshooting, and diagnosing computer error messages and failures.
- Escalate issues to next level support if needed.
- Learn and become knowledgeable of customer products and services.
- Demonstrate effective soft skills, active listening skills and ability to empathize with customers situation.
- Effectively manage length of calls, handle time, and after call work.
- Successfully maintain KPI standards.
- Promote teamwork and contact center success.
- Providing 5-star customer service.