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    Technical Support Associate

    Uploaded by

    Harlz Ranch
    This job description is for a Technical Support Associate/Sr. Technical Support Associate located in Hyderabad, India. The main responsibilities include resolving complex customer issues related to Rosettastone language learning software via phone, chat, and email. Other duties involve configuring and troubleshooting the Rosettastone software, maintaining knowledge bases to provide support, and identifying recurring customer problems. The ideal candidate will have experience with hardware, software, operating systems, and multimedia applications as well as strong communication, problem-solving, and customer service skills. A computer science background and 0-4 years of experience are required.

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    Technical Support Associate

    Uploaded by

    Harlz Ranch
    81 views2 pages
    This job description is for a Technical Support Associate/Sr. Technical Support Associate located in Hyderabad, India. The main responsibilities include resolving complex customer issues related to Rosettastone language learning software via phone, chat, and email. Other duties involve configuring and troubleshooting the Rosettastone software, maintaining knowledge bases to provide support, and identifying recurring customer problems. The ideal candidate will have experience with hardware, software, operating systems, and multimedia applications as well as strong communication, problem-solving, and customer service skills. A computer science background and 0-4 years of experience are required.

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    This job description is for a Technical Support Associate/Sr. Technical Support Associate located in Hyderabad, India. The main responsibilities include resolving complex customer issues related to Rosettastone language learning software via phone, chat, and email. Other duties involve configuring and troubleshooting the Rosettastone software, maintaining knowledge bases to provide support, and identifying recurring customer problems. The ideal candidate will have experience with hardware, software, operating systems, and multimedia applications as well as strong communication, problem-solving, and customer service skills. A computer science background and 0-4 years of experience are required.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    81 views2 pages

    Technical Support Associate

    Uploaded by

    Harlz Ranch
    This job description is for a Technical Support Associate/Sr. Technical Support Associate located in Hyderabad, India. The main responsibilities include resolving complex customer issues related to Rosettastone language learning software via phone, chat, and email. Other duties involve configuring and troubleshooting the Rosettastone software, maintaining knowledge bases to provide support, and identifying recurring customer problems. The ideal candidate will have experience with hardware, software, operating systems, and multimedia applications as well as strong communication, problem-solving, and customer service skills. A computer science background and 0-4 years of experience are required.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 2

    Job Description:Designation: Technical Support Associate/Sr.

    Technical Support Associate


    Location:
    Hyderabad/Secunderabad

    Essential Duties and Responsibilities:


    Provide Technical assistance to the customers by performing the following duties:

    Responsible for taking control of and resolving Complex Technical and Escalated
    customer issues.
    Documents and Simulates complex customer issues to find solutions and fixes to
    customer inquiries and problems & may dispatch additional service as necessary.
    Provide Technical support with Issue resolution via Phone/Chat/Email electronic
    medium.
    Perform Activation/Deactivation & handle other technical Issues using
    Rosettastone Software & other Application tools.
    Configure Rosettastone Software in order to help customer learn a Language.
    Identify and provide inputs on unique (or) recurring customer problems.
    Be a champion of Rosettastone specific Tools, Troubleshooting Procedures &
    Provide Knowledge base (Fast Forward) feedback at all appropriate times to
    SME/TM.
    Maintains/builds relationships with other groups that impact the technical
    aspect our support(Ex: Tier-2, Customer Care Etc)
    Provide support to the clients in using system and RS software applications.
    Obtain through understanding of OS and software application operations related
    to Rosettastone offered services.
    Identify, correct & advice on the operational issues in client computer systems.
    Perform light lifting 25lbs.

    The Ideal candidate will also possess the following skills:

    Able to work independently and efficiently to meet deadlines.


    Able to promptly answer & support related Phone calls, Chat & Emails.
    Self Motivated, Detail-oriented and organized.
    Experience with Hardware and Software issues.
    Proficient in Internet related applications such as Web Browsers & E-Mail
    clients...Etc.
    Excellent Communication (Oral and Written), Interpersonal, Organizational and
    Presentation skills.
    Typing Proficiency: 40-60 wpm.

    Knowledge & Skills:


    Ability to Analyze, Research and solve highly Technical, Unique problems.

    Thorough knowledge of the following:

    Mainstream DOS and MS- Windows, MAC Operating System.


    Basic PC Hardware, Multi-Media Software (Media Player/Flash/Adobe..Etc)
    Peripheral Subsystems including the following: Multimedia, Speakers/Headset
    (Wired/Wireless).
    Web browsers like: Internet Explorer, Mozilla Fire Fox,
    Advanced knowledge of the following: On line Language Learning Center,
    Audio/Video subsystems
    Excellent Communication & Trouble shooting skills
    Telephone Customer Service Skills.

    Education Qualifications and Experience:


    Graduate, Post Graduate Computer Science specialization (Preferably)
    Experience: 0 4 yrs.

    Language Skills:
    Ability to Read, Analyze and Interpret Professional journals, Technical procedures. Ability to
    effectively present information and respond to customers, Tier-2 Associates, Managers, and the
    general public.
    E-mail: - [email protected]

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