• Must be client-focused with ability to provide white-glove treatment to our clients.

• Must have the understanding and sense of urgency to address and resolve issues as quickly and accurately as possible.

• Address client requests and issues via phone or email.

• Provide world class quality of service to our clients throughout the resolution process.

• Engage engineering teams and product owners to assist with troubleshooting as needed.

• Perform 'cradle to grave' ownership of all issues by providing timely updates to clients and by constantly following up with escalation teams until the issue is resolved.

Confidential Last Updated January 2016

• Demonstrate excellent ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, managing ticket backlog, etc.

• Maintain effective documentation by regularly reviewing and updating knowledgebase content.

• Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more productive and strategic solutions.





• Be willing to learn and develop subject matter expertise in the systems and products we support, such as Messaging (Exchange, etc.), Zoom, SharePoint, Mac, Unix, Voice, Mobile and others.

Skills

High school diploma required.

ii. Minimum two years of experience working in the technical support field in an enterprise environment, preferably with phone support experience.

iii. Solid technical knowledge, troubleshooting skills and support experience with the following:

• Microsoft Windows platform (Windows 7, 10)

• Zoom

• Networking, LAN, WAN, corporate enterprise domain infrastructure environment

• Windows desktop and server operating system

• Microsoft Active Directory

• Microsoft Outlook

iv. Good understanding of the Microsoft Office products such as Word, Excel and Power Point.

v. Basic conceptual knowledge of Citrix/VMware/VDI/Virtualization.

vi. Ability to perform Mobile OS (iOS/Android) application troubles

📌 PMD Help desk (Bengaluru)
🏢 Trigent Software
📍 Bengaluru