Poly Technical Support Associate

Overview

Independently address customer concerns using established protocols, resolve moderately complex technical issues, and provide comprehensive responses about products and services.

What you'll do

• Operate almost independently, adhering to established protocols to address customer concerns, with moderate judgment to complement the outlined process.
• Resolve moderately complex technical problems encompassing hardware and software through incoming customer interactions and proactive notification systems.
• Provide comprehensive responses to questions about services, products, technical matters, and customer relations, including features, specifications, and repairs, for current and obsolete products, components, and options, in alignment with customer entitlement, such as extended warranty coverage through the enterprise.
• Assist customers proactively to mitigate or prevent the occurrence of problems, and participate in initiatives aimed at enhancing processes or ensuring quality improvements.
• Work effectively with clients, programmers, QA testers, and managers to ensure seamless project outcomes.
• Provide valuable input to customer solution offerings, aligning recommendations with specific requester needs.
• Align individual work with strategy, collaborate with teams to enhance operations and implement process improvements to standardize processes globally.
• Adhere to established standards, ensure data confidentiality, and support execution of business processes with independent judgment.
• Complete process-oriented assignments, share technical information, and support department-level operational plans.
• Identify and solve varied problems and complete day-to-day tasks with forward planning and minimal supervision.

What you'll need

• High School Diploma, General Education Diploma (GED), or Higher Secondary education, or commensurate work experience or demonstrated competence.
• Typically 4-6 years of related work experience.
• Knowledge of Active Directory, Agile Methodology, Automation, Computer Hardware, Computer Science, Desktop Support, Help Desk Support, Information Technology Infrastructure Library, Issue Tracking, IT Service Management, Linux, Microsoft Azure, Microsoft Office 365, Microsoft Windows 10, Operating Systems, Peripheral Devices, Scripting, ServiceNow, Technical Support, and Windows Servers.
• Cross-org skills: Effective Communication, Results Orientation, Learning Agility, Digital Fluency, Customer Centricity.

Nice to have

• Experience preferably in remote support, telephone support, technologies and customer environments, or a related field.

Details

• Location: Bengaluru, Karnataka, India.
• Employment type: Full time.
• Schedule: Services; no shift premium (India).
• Impacts multiple teams and acts as a project leader providing direction to team activities.
• Works on assignments that are moderately complex and require intermediate problem resolution.