Client Support Executive

Customer Support Executive

Our client is a leading US based MSP. They work with mid-market companies that often find themselves needing to improve their use of technology and IT services in order to realize business efficiencies, discover better processes for carrying out the work they do, improve outputs, reduce overhead, and positively impact their bottom line. By harnessing the power of technology within their reach, they help them do all of these things.

Purpose of the role:

To act as a first point of contact for one of their large clients – A Medical Facility based in the US. These positions exist to enable the client’s own service desk to focus on and resolve L2 & L3 issues.

Duties:

1. Answering and logging calls in a timely manner
2. Being able to swiftly reset passwords and unlock client machines
3. If the call is L2 in nature, escalate to the correct team
4. Being polite and courteous with customers at all times

Skills Needed:

1. Excellent communication and customer service skills
2. High level of English Language skills – written and verbal
3. A good level of familiarity with Desktops & Operating systems
4. The ability to work under pressure when needed
5. The ability to pick up new systems quickly alongside the ability to quickly understand client documentation & processes

Hours of work:

Rotating:

Week 1: 05:30 PM (IST) to 2:30 AM (IST) Monday to Wednesday + Saturday & Sunday

Week 2: 06:00 PM (IST) to 05:00 AM (IST) Monday to Thursday (4 days work and 3 days off)

This role is office based - Colombo 02, transport and catering will be provided for unsocial hours.