Senior Technical Support– INTL India

Location: Hyderabad, India

Job Description
Location: Hyderabad, India
Team operating hours: USA Eastern time Monday through Saturday 9 AM EST to 10:30 PM EST. Sunday from 12 PM EST to 9 PM EST.
A company in Atlanta, GA USA is hiring for a Senior Technical Support Representative to do technical troubleshooting as a part of the Tier 1 Helpdesk group who troubleshoots PCs, Windows operating systems and POS. They will also do Telecom Porting work. Additional duties as assigned.
The Senior Technical Support Representative/Helpdesk agent who will be taking calls regarding troubleshooting of IT networks (routers, modems), computers and POS terminals for the retail store locations and the sales reps that work at those locations (not end customers purchasing new cell phone services). The Senior Technical Support Representative/Helpdesk agent will also handle issues dealing with telecom porting/portability (portability is wireless number transfers switching phone numbers from one carrier to another) Porting/portability can be taught and is not a required skillset coming into the job. The ideal candidate has dealt with calls related to POS hardware/software as well as calls dealing with portability and PC troubleshooting. If they can’t handle the call, Tier 2 can assist. This will be 100% phone support helping retailers with any IT issues they have in the store. Ticketing is done in ServiceNow.
Additional duties as assigned.
Skills and Requirements
helpdesk experience
experience in a call center environment,
excellent verbal communication skills because they are talking on the phone to troubleshoot with callers
excellent written communication skills because they are documenting tickets in ServiceNow to record everything that occurred on the call.
Have a friendly personality for customer service and exude patience
BE RELIABLE – they cannot show up late to work and need to be there for their assigned shifts. They also can’t call in sick or call out all the time, most especially in their first few months on the job
Able to walk someone through getting an IP address
PC support experience
Great documentation skills for the ticketing system
Must be available to work any of the hours this team is open (USA Eastern time Monday through Saturday 9 AM EST to 10:30 PM EST. Sunday from 12 PM EST to 9 PM EST.)
Ability to explain technical issues to a non-technical person
POS helpdesk experience
Telecom Porting experience
CheckPoint Firewall experience
Networking troubleshooting experience
Spanish speaker
Experience with remote in tools like TeamViewer
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.