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Thursday, February 16, 2017

Qualcomm Hiring For IT Support Analyst Associate (Apply Online)


Job Position Details
Company Name  :Qualcomm
Job Role             :IT Support Analyst Associate
Experience         :2+Years
Job Location      :Hyderabad
Qualification     :Bachelors degree.

Job Descriptions:
  1. Answer incoming phone calls to 8-HELP (x84357), Chat, and Emergency line
  2. Respond to emails and self-service incidents to the ticketing system
  3. Utilize current problem management and knowledge management software in accordance with standard operating procedures to track all inbound calls, incidents, and service requests
  4. Actively listen to each customer’s request, confirm an understanding of the issue, diagnose the problem, provide an accurate and well thought out solution
  5. Document all call information that pertains to the incident; this includes:
  6. Troubleshooting steps
  7. Closed notes 
  8. Escalation notes
  9. Collaborate with peers, leads, and various escalation groups to troubleshoot and resolve customer issues. Contacts are primarily within immediate work group.
  10. Provide feedback regarding knowledge base articles and procedures
  11. Assist in pre-deployment testing for “enterprise-wide” product releases
  12. Analyst needs to be aware of Call Queues, Email queues, work related email and the overall status of the department. Utilize mail lists and group chats to keep informed of outages, issues and policy changes
  13. Must be able to execute business processes such as Service Continuity plan
Skills:
  1. Excellent communications skills. 
  2. Must be able to enunciate clearly over the telephone. 
  3. Must be able to interpret a customers needs, and communicate clearly and concisely via e-mail; have outstanding customer service skills, excellent troubleshooting skills and the drive to assume more responsibilities. 
  4. Minimum of two years practical experience in the computing industry and corporate service-desk computing environment. 
  5. 24/7 availability is required. 
  6. Requires experience with two or more of the following: Windows based OS's, UNIX, MAC or Linux" 
Qualification:
  1. Bachelors degree required; 
  2. Minimum 2+ years of help-desk support experience with computer hardware, software, and networks preferred. 
  3. Customer service, technical training and/or industry standard certifications preferred 
  4. LI-IND* 
Click Here To Apply Online