Technical Support - Non Voice (3-5 Yrs) at Infosys

Role Summary:
We are seeking a diligent and customer-focused Technical Support professional with 3-5 years of experience to join our team in Kochi. In this non-voice role, you will be responsible for providing essential technical assistance and resolving customer queries through various digital channels like email, chat, and ticketing systems. This position is ideal for individuals with a strong problem-solving aptitude and excellent communication skills, who have completed their 12th grade education and are looking to grow in the IT support domain within a leading global organization.

Key Responsibilities:

• Respond to customer technical issues and inquiries via email, chat, and internal ticketing systems in a timely and professional manner.
• Diagnose and troubleshoot hardware, software, and network problems.
• Guide users through step-by-step solutions or provide clear instructions for problem resolution.
• Escalate complex issues to senior support teams or relevant departments when necessary.
• Maintain accurate records of customer interactions, issues, and resolutions in the CRM or ticketing system.
• Contribute to the knowledge base by documenting common issues and their solutions.
• Assist in user training or provide guidance on product usage.
• Ensure customer satisfaction by providing effective and efficient support.