Associate Process Manager

About eClerx

eClerx is a global provider of business process management, automation, and analytics services. Serving Fortune 2000 companies across diverse sectors including financial services, communications, retail, fashion, media, entertainment, manufacturing, travel, and technology, eClerx operates globally with offices in India, USA, UK, Australia, and more, employing over 13,000 people. The company is publicly traded on the Bombay and National Stock Exchanges of India.

Key Responsibilities

• Act as the primary contact for internal users requiring technical assistance via phone, email, or other communication channels.
• Perform remote issue diagnostics using appropriate techniques and thorough questioning.
• Identify and implement the most suitable solutions based on user issues and details.
• Guide users through troubleshooting procedures systematically.
• Handle client support requests efficiently and timely.
• Contact users to ascertain the nature and specifics of their technical problems.
• Troubleshoot hardware and software challenges effectively.
• Install and maintain computer hardware and peripherals.
• Manage installation and upgrades of operating systems and software applications.
• Resolve networking and connectivity problems.
• Offer guidance on software and hardware upgrades.
• Escalate unresolved issues to higher-level support teams appropriately.
• Provide accurate information on IT services, applications, and support processes.
• Maintain detailed logs of events, problems, and resolutions.
• Update user status and communications regularly during issue resolution.
• Relay user feedback and suggestions to relevant internal departments.
• Identify potential enhancements to existing support procedures and recommend improvements.

Candidate Eligibility

• Proven experience in a help desk or technical support role.
• Technologically adept with working knowledge of MS Office, communication tools such as Teams and Zoom, and remote troubleshooting technologies.
• Strong understanding of computer systems, mobile devices, and other technology products.
• Ability to diagnose and resolve fundamental technical issues effectively.
• Exceptional written and verbal communication skills.
• Customer-focused with a calm and patient demeanor.
• Essential educational qualification: Bachelor's or Master's degree.