11+ Remote access Jobs in India

Role: Technical Support Engineer

Experience: 2 + years

Location: Visakhapatnam

Roles & Responsibilities:

• Answer incoming calls from end user, create a ticket in ITSM applications and Triage the Issue reported (or) Work on the requested service

• Triage Simple to Intermediate complexity hardware faults and software defects

• Work on Service Requests related to End-user configuration requests

• Proactively assign email tickets and make outbound calls to end customers on their Service Requests

• Work with end users on issues related to Windows Application & Software

• Troubleshooting hardware and computer peripherals such as printers and fax machines

• Perform password resets and provides required access to end users

• Diagnose and Isolate problems based on the nature of the Issue and raise Service request with vendors as needed

• Provide Complete management of Service Request from Case creation to Resolution

• Suggest improvements to process and workflow in the support center

• Identify problems related to chronic cases and work with Senior Engineering resources to identify the root cause • Support multiple different customer’s environments and ticketing systems.

Technical Skillset Requirements

• Knowledge of OSI reference model and Protocols

• Understanding of a Domain/corporate IT environment including PC & Laptop setup

• Provide technical support on Windows OS and MACOS platform

• Troubleshoot system specific issues related to PC & Laptop

• Working knowledge of Windows Active Directory and ability to add, remove users and perform password resets • Work on issues related to DNS and ability to isolate Network issues with Service Provider

• Troubleshoot issues related to Microsoft Applications (Outlook, O365, OneDrive, Teams)

• Troubleshoot system specific issues around peripherals - Printer, Fax and peripherals

• Knowledge of DHCP and troubleshoot issues related to Network

• Configuration and troubleshooting skills related to Microsoft Applications (Outlook, O365, OneDrive, Teams)

• Experience with Intel Endpoint Management Assistant, Microsoft Office 365 Admin Center Management, Intune and BitLocker.

Role Qualifications and Requirements:

• The following are minimum qualifications and requirements required for this role.

• Able to work independently with limited supervision and be successful in a team environment.

• 2-3 years of relevant work experience.

• Understanding of Operating systems and Desktop hardware.

• Ability and desire to quickly learn new technologies and concepts.

• Strong Oral and Written communication skills.

• Strong Interpersonal & Analytical skills.

• Adherence to QA Program.

• Ability to work well in a team environment.

• Work a flexible work schedule including nights and weekend shifts (24/7)

Job Title: Customer Support Executive

Location: Bangalore, India

Elocity is a cleantech start-up striving to make the world a better place through technology innovations. We are building a global infrastructure for making the transition to electric vehicles viable, affordable, and sustainable by working closely with the utilities, governments, and public.

Headquartered out of Canada, we are a team of highly specialized domain experts and problem solvers enabling utilities, public and private sector entities to successfully manage the demands of electric vehicle charging and its infrastructure needs to pave the way for electromobility in future.

To know more visit https://elocitytech.com/

Responsibilities:

Develop a deep understanding of the company's products and services to provide accurate and comprehensive support to customers.

Utilize your excellent product knowledge to effectively assist customers and address their queries and concerns.

Handle customer phone calls, ensuring professional and courteous communication.

Direct calls to the appropriate department for more complex query resolution, ensuring a seamless customer experience.

Proactively gather feedback from customers to identify areas of improvement and relay it to the relevant teams within the organization.

Establish and maintain positive relationships with clients and customers, both in person and over the phone.

Excel at handling customer inquiries, resolving complaints, and ensuring prompt and satisfactory resolution.

Utilize your strong communication skills to effectively convey information and provide clear instructions to customers.

Demonstrate proficiency in working with Excel workbooks for efficient data management and reporting.

Strive for continuous improvement in customer support processes and contribute to enhancing the overall customer experience.

Qualifications:

Proven experience in a customer support or related role, preferably in a fast-paced environment.

Excellent product knowledge and the ability to quickly grasp and understand complex concepts.

Strong communication skills, both verbal and written, with the ability to articulate information clearly and concisely.

Proficiency in handling customer inquiries and resolving issues in a professional and timely manner.

Ability to build rapport with customers and establish trust and credibility.

Proficiency in working with Excel workbooks for data management and reporting purposes.

Exceptional problem-solving and analytical skills, with the ability to think on your feet and provide effective solutions.

Good organizational skills and attention to detail.

Ability to work well under pressure and in a team-oriented environment.

Responsibilities:

• Collaborate with developers, designers, product managers, marketers, subject matter experts and other influencers to obtain an in-depth understanding of the product and the documentation requirements
• Determine the needs of end users of technical documentation and work closely with technology and business team to make products easier to use. This involves Feature Guides, FAQs, Onboarding Guides, Help Documentation, Troubleshooting Guides, Training Manuals, Release Notes and other documentation
• Audit and update the content regularly to ensure relevance with incremental product feature releases, customer use cases, support issues and other internal developments
• Execute the Content Calendar by building and delivering on the roadmap set by the management
• Work closely with the creative teams to represent the content in the most suitable visual format
• Suggest ways to further improve the quality of the documentation

Requirements:

• Bachelor’s/Master’s degree in Computer Science or Information Technology, Arts or Communication
• 0 to 2 years of experience in technical content writing
• Exceptional technical writing and editing skills, as well as the ability to adopt the style, tone, and voice of our business' various types of content
• Demonstrable active presence in online communities such as blogs, discussion forums, LinkedIn articles, Tweets, Quora answers
• Ability to quickly grasp complex technical concepts and make them easily understandable to users in the form of text, images, videos, infographics
• Ability to identify issues, challenges, and gaps associated with the content
• Ability to understand briefs and translate briefs into high-quality product collaterals
• Passion for technology, communication and strong understanding of the industry and organization’s mission
• Basic understanding of web technologies and programming languages to publish viral tech blogs
• Excellent command over written and verbal communication
• Adept at Multitasking, creative thinking and working independently

Headquartered in Ahmedabad, Appitsimple is better known for its innovative "Digital Products" - SoftwareSuggest and CallHippo. It is an IT company that has been revolutionizing & simplifying the way organizations do business since Jan 2014.

ApiItsimple is an all-remote organization with a team of 150+ members. With over 300 customers of SoftwareSuggest and 2000+ customers of CallHippo, AppItSimple has a dominant presence over the globe.

URL: https://appitsimple.com/about" target="_blank">https://appitsimple.com/about

Product: CallHippo.

URL: https://callhippo.com/" target="_blank">https://callhippo.com/

CallHippo was launched in 2017. It is an intelligent VoIP (voice over Internet protocol) service provider for business organizations and call centers. The main objective behind launching CallHippo was to provide easy-to-adopt, cost-effective, scalable, and accessible phone systems to businesses. Customized pricing plans, 24/7 available support, and innovative top-of-the-line features make CallHippo stand out from market competitors. With 2000+ customers across 25+ countries, the company is just getting started and is sure to scale greater heights in the future.

Appitsimple prides itself on a flexible work environment that empowers employees to be key decision-makers to grow personally and professionally. The company strives to develop leaders through an active mentoring program and skill development initiatives. An inclusive workplace, Appitsimple encourages freedom, and independent thinking and aims to create thought leaders in the business ecosystem.

Experience- 0.6-3 years

The Job Description for Customer Support Executive:-

1)Work on chats and Tickets

2)Maintain a mean response time of less than 1 minute since it is live chat support

3)Chat Quality score should not be less than 4/5

4)Close maximum support tickets in a month

5)Resolve queries with utmost efficiency to facilitate customer retention.

Requirements

1)Experience in Tech Support

2)Experience with troubleshooting

3)Hands-on knowledge in providing support for any kind of application software

• Handling customer queries on Web Chat, E-mails and Social Media
• Educate current and potential customers with product and service information
• Maintain accurate customer records
• Identify and escalate priority issues to the Team Leader and Ops Team
• Actively participate in team meetings

• Handle all queries in a polite, professional manner
• Probe and troubleshoot customer queries, and provide a suitable and satisfactory solution.
• Educate customers on services and processes.
• Escalate any issues to the Team Leader.
• Achieve agreed KPIs and Objectives.
• Adhere strictly to shift schedules.
• Adhere to laid down internal policies, procedures and processes.
• Work collaboratively with the team.
• Candidates from voice/non- voice both will be fine. 
  Experience with the SAAS model will be an added advantage. 
  Ecommerce background will be an added advantage. 
  Communication skills should be good in verbal and written communication.

Job Description:

We are looking to hire a skilled Desktop Support Engineer to assist our clients with computer hardware and software issues. Addressing and resolving sudden specific problems, they may run regular tests and monitor computer systems to prevent the problems from occurring.

The candidate should have: 

• Troubleshooting hardware and software issues.
• Installing and maintaining hardware and computer peripherals.
• Installing and upgrading operating systems and computer software.
• Troubleshooting networking and connection issues.
• Advising on software or hardware upgrades.
• Providing basic training in computer operation and management.
• Completing job reports and ordering supplies.

• Expert level knowledge in Microsoft Active Directory Services (DCS, DNS, and DHCP)
• Expert level knowledge in O365 (Email, OneDrive, SharePoint, and other O365 components)
• Hands-on experience in System Center Configuration Manager (SCCM)
• Experience with Windows Intune as MDM
• Hands-on experience with a hybrid model of exchange environments
• Scripting experience using PowerShell
• Experience building Windows and Mac Imaging
• Experience using VMWare ESX enterprise virtualization platform
• Must have experience with Windows and MAC desktop operating systems
• Must have knowledge of server hardware and operating systems
• Must have knowledge of network connectivity i.e. TCP/IP
• Strong knowledge of server technologies – i.e. Windows 2008 and 2012
• Knowledge of compliance initiatives i.e. SOX, SAS70, PCI, and ITIL
• Experience with JAMF Mac Management system.

• Configures all servers and workstation hardware according to the organization's standards
• Maintains and manages Office365 Platform – including all critical technologies such as email, SharePoint, OneDrive
• Strong knowledge of SCCM including setup, managing, and maintenance of a Global Infrastructure
• Installs upgrades and configures network printing, directory structures, rights, software, and files services
• Group Policy Administration including troubleshooting and management - creation and testing of new policies.
• Provides World Class Customer Service to the company workforce
• Manage IT technical initiatives and coordinate work priorities.
• Mentor other IT team members and provide guidance as necessary.
• Provide strategic guidance and forward-looking solutions with respect to Corporate IT-owned systems and services.
• Provides 24x7 production support to the enterprise via on-call rotation
• Processes requests from internal ticketing systems
• Provides support for compliance initiatives i.e. SOX, SAS70, PCI, and ITIL
• Ensures project documents are complete, current, and stored appropriately
• Prepares and maintains documentation of application and hardware configurations
• Assigns, documents, and maintains computer logins, certificates, passwords, and access profiles for software applications, network access, and telecommunications systems
• Reviews, writes, documents, and tests server and pc hardening policies according to the company Global Security team’s guidelines.
• Diagnoses and repairs servers within both virtual and physical environments
• Installs security identification and apparatus to computer hardware and peripherals
• Assists in troubleshooting servers\desktops within the v-Sphere
• Identifies potential security issues and recommended strategy to ensure site security
• Coordinates third-party maintenance for hardware and software
• Response to needs and questions of users concerning their access to network resources.
• Reviews reports, files, and messages to identify instances of possible security infractions
• Tests computer systems to evaluate the effectiveness of security
• Responds to inquiries regarding data and computer security, policies, and procedures
• Assists in the planning, communication, testing, and implementation of disaster recovery procedures
• Participate in security and application troubleshooting and incident problem resolutions with other infrastructure teams, including storage, messaging, networking, and servers
• User account and Security/Distribution group management

• Provides mentoring and training to other staff members
• Writes process and procedural documentation including requirements
• Researches and evaluates new technologies
• Makes self available to other staff members as a source of information
• Develops and coordinates knowledge transfer
• Interacts with business units to gather, define, and organize the delivery of a business solution

• Works under limited supervision
• Relies on instructions and pre-established guidelines to perform the functions of the job
• Familiar with a variety of the field's concepts, practices, and procedures
• Requires a very high level of technical skill in the field of expertise

• Typically requires 4 to 8 years of related experience
• Preferred certification in Microsoft technologies
• Excellent written and oral communication skills
• Must be able to exchange information with all levels of internal and external customers
• Sets priorities, based on workload, using past experiences as a guideline
• Must have good collaboration skills

Role & Responsibilities

• The successful candidate will be experienced in leading and developing a support team within a product support environment
• This position will oversee the teams active case workload and provide guidance where required with a focus on a high-quality world-class customer experience.
• Oversees top tier customer critical account technical support situations to insure all elements of technical support are progressing to issue resolution. Initiates and facilitates the discussion with customer and respective resolution stakeholders during critical issues. Ensures timely, professional and effective communication with the customer and internal groups from both the technical and management perspectives
• Assists with the maintenance of and compliance with department policies and procedures
• Identifies team and individual training needs and assist in driving the delivery of these training initiatives
• Mentors and coaches Technical Support Engineers, soft skills, case management, technical skills, etc.
• Participates and leads hiring to get the best available talent

Qualification (Knowledge & Skills)

• 6-8 years of Experience in Production Support. Preferably in the BFSI domain.
• Experience of leading L1 & L2 support resources
• Demonstrated ability to develop strong relationships with multiple levels of customer with the ability to obtain a working knowledge in support of their business objectives in relation to the delivery of secure applications and data
• Prior experience working for a global IT vendor in a similar role
• Ability to facilitate and manage cross-team collaboration to solve customer issues working with teams in person and virtually
• Experience serving as a customer advocate able to understand and articulate the needs of the client and deliver on those needs
• Ability to keep calm and cool during critical situations and skilled in handling high profile situations with ease
• Must be motivated by challenges, results driven, and able to recommend multiple solutions for a problem
• Strong negotiation and difficult conversation skills for leading critical discussions and setting customer expectations
• Experience creating concise reports for customers, following customer situations/incidents (Incident reports and RCA)
• Proven ability to prioritize workload
• Ability to share constructive feedback; be able to adapt to and embrace change

Requirements

• Three years bachelor regular degree
• Must have a minimum of 6 years of experience in a technical support environment with 1 - 2 years of people management experience
• Understanding of SLA definitions and tracking.
• Understanding of Support metrics
• Excellent in Customer communication and has a natural flavour for Customer Service
• Good people management skills.
• Good understanding of computer systems, mobile devices, and other tech products
• Hands on experience on On-premise & Cloud deployments
• RHEL/CentOS and Debian/Ubuntu
• NodeJS (PM2 is a plus)
• MongoDB and Oracle , RabbitMQ
• Strong understanding of Networking and TCP/UDP protocols
• AWS (Covers S3)
• Excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• Ability to diagnose and troubleshoot basic technical issues
• Bachelor’s degree in Information Technology, Computer Science or relevant field
• Startup experience is a plus