Senior Specialist

Job description:

Desired Skills & Experience
Responsibilities
Assist the Verizon employees, contractors who are remote/onsite on their IT issues which include VPN/Pulse connectivity, Citrix, hardware issues, Application issues, mobile device issues, network/Telco room issues etc.
Triage the customer tickets regarding home network connectivity or ISP (Internet Service Provider) issues to escalated the ticket to ISP support queue.
Communicating customers through various channels (phone, email, chat) until their technical issues get resolved.
Taking ownership of reported customer issues and seeing problems through to resolution.
Asking customers specific questions for quickly understanding the root of problems Guide customers with simple, step-by-step instructions.
Test alternative pathways with all the available options until you resolve issues.
Record technical issues, solutions and all the actions taken to troubleshoot the issues in ticket work notes.
Ticket queue management including daily follow ups with clear documentation & communication with customers as well as ISP technicians/other partners.
Coordinate with Deskside/Onsite support teams and other teams when required to get information and solution to the customer reported issues. Direct unresolved issues to the next level of support personnel
Follow up with customers to ensure their systems are functional.
Ensure the resolutions are consistent with company standards and policies.
Follow the documented process and contribute to the improvement of knowledge base articles.
Requirements
Proven work experience as a Remote Desktop Support, ISP support technician, Desktop Support Engineer, Technical Support Engineer or similar role
3-5 years of hands-on IT experience with Windows/Mac OS environments
Working knowledge of Call Center users set up (laptop/Thin Client/Thin PC/ Dual Monitors/Cisco phone/Soft phone solution/Call Center related applications etc.) and onsite/deskside support.
Familiar with basic IT and network concepts.
MCP and or A+ Certifications
Ability to perform remote troubleshooting and provide clear instructions.
Excellent problem-solving and multitasking skills
Customer-oriented attitude, interpersonal skills and brilliant organizational skills
Ability and willingness to work extended hours or modified schedules to support the project requirements 24 7.

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update and management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions or Reopen Cases