Minimum Skills & Competencies

1. Technical Skills

- Intermediate to advance knowledge of:
- Windows OS (Installation, troubleshooting, updates)
- Printer setup and troubleshooting (Inkjet, LaserJet)
- Networking fundamentals (Wi-Fi configuration, LAN troubleshooting)

2. Communication Skills

- Excellent verbal and written English communication
- Ability to explain technical terms in simple language
- Active listening and empathy
- Explicit and concise documentation of customer issues and resolutions

3. Customer Service Skills

- Patience and professionalism in handling customers
- Ability to de-escalate tense situations
- Focus on first-call resolution (FCR) while maintaining customer satisfaction
- Follow-up and commitment to customer callbacks if required

5. Behavioural Competencies

- Dependability and punctuality
- Flexibility to work in shifts and during weekends
- Team collaboration
- Quick learner with adaptability to frequent changes in tools/processes

6. KPIs / Performance Benchmarks

- Average Handle Time (AHT)
- Productivity (No of calls handled)
- First Call Resolution (FCR)
- Customer Satisfaction (CSAT)
- Case quality scores and process compliance

📌 Technical Support Engineer (Bengaluru)
🏢 Quess IT Solutions
📍 Bengaluru