Associate Technical Support - Swedish

Role Outline
Working within one of the organization's campaigns the successful candidate will be responsible for providing comprehensive Voice and Email support to its Customers. This will range from offering end user support to co-ordination with vendors, client problem management team & other teams while delivering a high level of customer service and quality of service. 
Key Responsibilities

• Voice Support & Email technical support to ensure closure as per ITIL Incident Management process.
• Follow-up/ update ticket for every call to ensure timely closure.
• Call ownership, drive to resolution and communication with customers.
• Perform Life Cycle of Incident Management Process, starting with Incident Logging to Call Closure and customer satisfaction survey.
• Telephonic support to End Users and co-ordination with Vendors, Client Problem Management team and other Towers.
• Proactive monitoring & Perform documented Escalation process. 
• Troubleshooting on Application Support (Off Shelf or Customized)
• Troubleshooting on Printers & MFD's
• Troubleshooting on VPN software and Collaboration tools
• Troubleshooting on Password Reset tools and Remote Control tools
• Troubleshooting of MS Windows & Office, Desktops, Laptops, iPAD Peripherals and Networking
• Troubleshooting Application and Workplace IT & Communications & Collaboration Support (including IP Telephony)
• Interaction with internal and external stakeholders