Associate Technology Support Representative
Associate Technology Support Representative
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Job Description
Why join us
Our purpose is to design for the good of humankind. Its the ideal we strive toward each day in everything we do. Being a part of HermanMiller means being a part of something larger than your work team or even your brand. We are redefining modern for the 21st century. And our success allows HermanMiller to support causes that align with our values so we can build a more sustainable equitable and beautiful future for everyone.
Role: Associate Technology Support Representative
Location: Bangalore India
Job Description
The Associate Technology Support Representative is an entrylevel position responsible for providing firstline technical support and assistance to endusers within the MillerKnoll organization. This role focuses on handling basic IT inquiries and troubleshooting while developing the foundational skills needed to grow into a Technology Support Representative role.
This role will be responsible for being an available resource to the business for recording routing and resolving ITrelated calls incidents and requests. This role will work as part of a larger IT Support team that operates from other locations outside India as well and will involve a matrix reporting structure with a local team lead and manager as well as a remote technical lead to work with.
This role involves working in a shift that aligns with out of business hours in the US and over the weekend and rotational working at our manufacturing facility at Bidadi Bangalore.
Key Responsibilities Include:
- Provide initial support for ITrelated issues and service requests via phone email or chat.
- Log and categorize user inquiries in the ticketing system ensuring accurate documentation of reported issues.
- Resolve common hardware software and networkrelated issues following established procedures.
- Assist users with basic tasks such as password resets account unlocks and software installations.
- Escalate complex issues to Service Desk Analysts or higherlevel support teams as needed.
- Deliver excellent customer service by maintaining a professional and helpful demeanour during all interactions.
- Follow up with endusers to ensure issues are resolved to their satisfaction.
- Contribute to maintaining an uptodate knowledge base by documenting solutions to common issues.
- Participate in training sessions and workshops to improve technical knowledge and service skills.
- Work with Business Partners through all contact types to resolve incidents.
- Follow Service Level Agreements to ensure timely resolution and proper group ownership of incidents.
- Receive requests from end users and route them through the proper channels for request fulfilment.
- Perform additional responsibilities as requested to achieve business objectives.
- Share support information with others on the team to improve the overall enduser support experience.
- Work closely with higherlevel support teams to improve the overall support experience.
Essential experience:
To be considered for this post the candidate should have all the following experiences.
- Familiarity with Microsoft Office products Windows operating systems and basic IT concepts.
- Strong communication and interpersonal skills with a focus on customer service.
- Mandatory service management tool experience like Jira or similar.
- Organizational and timemanagement skills to handle multiple tasks and prioritize effectively.
- Ability to follow instructions and learn quickly in a fastpaced environment.
- Basic troubleshooting skills and a willingness to grow technical expertise.
- Familiarity with ticketing systems (preferred but not required).
- Experience of at least 2 to 4 years working in a similar application support role.
- Past work experience working with remote customers outside India (preferably in US and Europe).
- Experience in causal analysis/evaluation of underlying causes for errors/disruptions.
- Knowledge of IT support system processes.
Ideal candidate:
- A graduate / postgraduate in engineering/technology or equivalent
- Excellent interpersonal and communication skills both written and verbal in English
- Ability to work individually or within a team environment
- Willing to work in UK / US / early morning India shifts on need basis and oncall/weekends
- Ability to participate in multiple projects/tasks and priorities in a healthy work environment
- Has attention to detail and attaining quality
- Has a constructive approach to giving and receiving feedback.
- Has testimonials to prove high levels of customer satisfaction in previous engagements
- Ability to take direction constructive criticism and work within specified deadlines (SLAs & OLAs)
- Adhere to process and procedures defined for the role the team and the organization
Herman Miller is an equal opportunity employer
Who We Hire
Simply put we hire everyone. HermanMiller is comprised of people of all abilities gender identities and expressions ages ethnicities sexual orientations veterans from every branch of military service and more. Here you can bring your whole self to work. Were committed to equal opportunity employment including veterans and people with disabilities.
MillerKnoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please contact MillerKnoll Talent Acquisition at .
Required Experience:
IC
Employment Type
Full-Time
