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- IT technical support rep help resolves the technical concerns or any customer support, technical or application assistance with regards to the hardware and software problems over the phone or in person if required. Job Duties : - Provide answers to clients by identifying problems, researching answers, guiding client through corrective steps over tickets, IVR calls & live chat or anyother commutation medium to help resole the client's query - Documentation / Updation of summary of each ticket, call, chat as a casestudy for reference - Maitain the CSAT score includes TAT & FCR - Maitain quality score on calls, emails, chats or anyother medium of comunication with clients - Troubleshoot intelligence & Immediate attentions on applications to resolve live issues through remote access - Provide query resolution by directing to the relevant tutorial on knowledgbase & briefing on call. - Providing the required tutorial topics to the relevant L&D team - Implementation of strategies/ automation to minimize the tickets or customer queries - Liaising between relevant teams to resolve the queries - Identifying & providing product improvements or new products by remaining in touch with the regular concerns or new ideas - Getting trained by the development team on timely basis for all the new release, upgrades, improvements of the sofware - Maintains professional and technical knowledge by attending required product / process trainings & assesment test - Contributes to team effort by accomplishing related results as needed as per the KPI's