Role: Process Associate
Location: Bangalore
Responsibilities:
- Answer queries, requests and complaints through inbound/outbound calls, email and chat
- Meet/ Adhere to Contractual Metrics & KRA’s
- Utilizes laboratory resources to walkthrough customers and verify symptoms for Technical issues
- Validate customer entitlement, warranty and product information
- Information management between Intel database EIM and Depot database SMT (Support Management Tool) or DMS (Depot Management System)
- Ensure required information is entered into central database pertaining to customer problems or requests.
- Complete logging of contacts encountered.
- Individual case management based on client agreement.
- Calls out technical or non-technical problems that are unable to be resolved on the spot to Level2.
- Flags up personal training requirements to Team Lead
- Adheres to client's (Intel) defined processes & procedures and company policies
Qualifications
- Freshers are eligible
- Any graduate degree or equivalent with good academic record
Preferred qualifications
- Graduate from a reputed university with good interpersonal skills
- Hands on experience in FRU(Field replaceable unit) level trouble shooting on desktops
- Hands on experience in installation and troubleshooting of different versions of windows desktop operating systems and Linux OS
- Experience in trouble shooting all hardware as well as connected software
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