Factors Shaping the Tech Support Industry
Computer and the Internet have penetrated the lives of almost 34.3 percent of the world population, and surprisingly, the usage has transcended the conventional computing aspect, and a range of unconventional tasks – from searching information to gaming, communication and sharing – have taken the center stage. We do agree that there is a vast disparity in terms of consumption of the technology across different geographies, and various social and economic factors are contributing to it, but, still we can’t deny from the facts that it has transformed the way people used to work and entertain, and share information across different walks of life. The overwhelming involvement and contribution of the Information and Communication Technology in our lives necessitated the development of an altogether different industry type that we often dub as tech support to make sure that technology works the way people expect, not otherwise. The development added buoyancy to the economy with different jobs and career opportunities for technology experts or enthusiasts. Apart from the original equipment manufacturers like Dell, HP, and Acer to name a few, and well-known software developers and publishers like Microsoft and Apple, independent tech support vendors like Techvedic have also ventured into the field to allure customers with instant, reliable and affordable tech support solution. In this current issue, let’s check out technical support jobs and career opportunities available with Techvedic.
Techvedic: A brief on objectives and support modules
Tech support jobs at Techvedic revolves around doing everything that helps end-users to better utilize technology resources and, thereby stay productive, connected and entertained. To streamline the services, the company administers a range of departments and positions accordingly, which we will discuss below, and takes absolute care that the services offered stay in good stead with the changing technology paradigm which is influenced by consumers’ demand. Online, In-Home and In-Store are the available support modules through which customers can avail the company’s services. The first one is thoroughly available for the home consumers in the US, the UK, Canada and Australia, where support is offered remotely via. the BOMGAR software. In-Home is a door-step service, and customers can raise requests on the company’s website and fix appointment with experts, as of now the service is available only in the US. In-Store is a reminiscence of the conventional PC repair age, as consumers can bring their technology products at nearest service center and collect those back when fixed or repaired, this is again available in the US alone. Tracking system is also available at the footer of the website to let consumers check the repair status of the machine online from anywhere anytime.
Technical support jobs available with Techvedic
The top profiles featuring high-growth include:
[A] Technical Support Consultant (Sales)
Key Responsibilities
The recruited person works as a front-desk technical advisor. He/she entertains a customer on the first hand; and after a brief documentation of personal details of the customer, he or she collects technology specifications of the product for which the support is required and pay attention to the related concerns. As per a customer’ requirement, a tech support consultant suggests him/her with suitable tech support subscription plans, and on latter’ discretion, when he/she has fully agreed with the benefits and terms and conditions of the plans, the consultant is required to transfer the customer’ call to the right technology department, where he/she will be assisted by the tech support team.
Desired technology expertise and skills
Required technology know-how
- The popular desktop, server and mobile operating systems developed by Microsoft, Apple, Google and Linux to name a few.
- Internet Information Services and networking technologies like DNS, Proxy, TCP/IP, AD, LDAP, DHCP, etc.
- VMware experience for host virtualization is considered as icing on the cake.
Below is an outline of the personal skills
- Good command over English, written and verbal both.
- Strong analytical, problem-solving and decision-making capabilities.
- Excellent interpersonal skills to make customers understand the actual in an absolute simple language free from technical jargons.
[B] Technical Support Specialist
Key Responsibilities:
Provide remote and onsite technical support.
Maintain clear customer communication.
Identify opportunities for technical solutions to business problems
Desired technology expertise
- Sound knowledge of Windows OS, Apple OS X, Google Android and LINUX.
- Experience in Exchange 2010/13
- Basic networking knowledge
- Strong troubleshooting skills
- Expertise in setup and configuration
- Fault Management Skill
Basic skills
- Strong problem solving and analytical skills
- Excellent written and oral communication skills
- Ability to learn technical skills quickly
- Able to work in a team environment
- Able to communicate with customers in a professional and friendly manner
- Able to cope with high stress situations
[C] Customer Service Executive
Key Responsibilities:
- End-to-End ownership of resolution of issue raised by the customer
- Coordinate with sales and tech support teams and study customer case history
- Follow-up with various teams and customers
- Check customer churning by doing just things
- Share feedbacks of customers with higher level management
Desired technology expertise
Basic understanding of computer and the Internet technology
Basic skills
- Strong problem solving and analytical skills
- Excellent written and oral communication skills
- Ability to learn technical skills quickly
- Able to work in a team environment
- Able to communicate with customers in a professional and friendly manner
- Able to cope with high stress situations
[D] Team Lead – Technical
Job responsibilities
- Manage a team with 10 to 15 tech support personnel
- Execute and administer technical support process to meet targets within proposed SLA
- Track performance of team members, offer feedback and manage scorecard
- Motivate team and help them fix critical technology problem
- Keeping management and clients updated on progress
Eligibility and skills
- 3-5 years Tech Support experience with demonstrated leadership abilities required
- 2+ years sales experience.
- A+, Network+, DHTI+, RESI and/or other similar technical certifications in the installation and maintenance of Home Theater, Computer or Networking equipment highly desirable.
- Installation and or repair experience in computers, home theater or networking preferred
- Strong understanding of Home Theater, computer and consumer electronics
- Concise and eloquent writing
- Problem solving skills to ensure resolution and great service
- Excellent interpersonal skills
- Time management and organizational skills
- Strong leadership, coaching, team building and people development skills
- Ability to prioritize and handle multiple task
- Goal oriented, ambitious, extremely motivated
- Exceptional written and verbal communication skills
- Positive and enthusiastic attitude with exceptional customer service skills
- Well-developed organizational and communication skill
Application and selection procedures
Applying for a job at Techvedic is a quick and easy process. Candidates interested in making career in the tech support industry can check with the company’s website for any current openings in its CAREER page, and can apply directly from there. At times, aspiring candidates can come across Techvedic job opportunities through authorized recruiters. Recruitment with Techvedic is a free-of-cost process and candidates should discard any opportunities coming in exchange of money, and report such fraudulent incidents to the employer.
Competent aspiring applicants may collect resume tips, and satiate their minds with different company related information through its FAQs section. And, once they have zeroed in on a job matching their interests, may apply for it online. The HR department sort out the received applications, and call the potential ones in a week time, screen their expertise and skills and, then schedule the face-to-face interview. Getting a call means that recruiters have found something relevant in the corresponding candidate’s resume. If you were the one, now it’s time to do some homework so that you can justify what you have claimed before. Acquaint with the interview tips below and get in the right mood so you can leave a lasting impression on the interviewers:
1. Do your research
Before the scheduled interview date, find enough time to know about the business portfolio, stability and employee-satisfaction, and other details. Employers would like to know that how serious you were for this particular job. Grab the knowledge about the services, latest product launch and other information. News and Press release section, if available, can help. Find out the latest developments in the industry so you can converse with confidence. Referring to sites that offer independent reviews regarding businesses, like Glassdoor is a good option. From here you can get what it actually means by getting employed at Techvedic – what to expect and what not.
2. Practice your answers
It’s difficult to create a layout of the questionnaire, but yes you should be ready with basic interview questions – a brief introduction, personal strengths and weaknesses, why you want to leave the current job (if you are an experienced), and why you preferred this current job, and the company as well. You should be able to explain these, and corroborate those with personal skills and experience at length as may be expected.
3. Sound professional
Make sure you are in a completely professional attire on the interview day. Have a look at the mirror to find everything intact well and up to the mark. Dressing one level above the job you’re applying for shows a desire to succeed.
4. Stay calm
Plan everything as how to reach the interview venue and what route to follow a day before the interview to avoid any unexpected delays. Good preparation is the key to staying in control. Remember to perceive your interviewer as just a normal human being, greet him/her with a smile, speak clearly, and don’t be nervous even in odd situation, rather accede it as your weakness.
5. Ask questions
Don’t just be a listener or interviewee. Always remember, interview is a two-way process. Inquiring about the company or the job profile will have a positive impact on the interviewers showing that you are interested in the job you applied for. You can prepare such questions in advance.
Negotiation: The Final Take
Congrats – if you got a breakthrough with a Techvedic job. However, do keep your options open. Go through the Job Offer Letter, even the minutest detail, apart from remuneration and benefits. You may ask for time from the hiring team, if you want to weigh the offered perk and benefits against other offers, if you have any. Generally, recruiters quote an amount lower than what they could as they know that negotiation is inevitable.
Probably, you get the reserve time as employer does want a stable entity coming with a prepared mind. Take a final call, and inform about it to the concerned HR member. Speak your mind that what you expect, but don’t go with a blank mind. Corroborate your worth by mentioning ideas and strategies that you own, which can be crucial to the organization. The more an employer values you, the more he or she may shower wealth upon you.
Perform, sustain and excel
Once, the green light from the recruiter has been signaled, and you have joined the company, time starts to absorb the company’s values and ethics, understand your responsibilities with respect to the profile, and acquaint with the performance metrics planned by the organization and successfully complete the training session you were put through to know what to do in your job and how to do that adhering the business standards. Generally, you witness sufficient development opportunities to quench your thirst for knowledge. However, don’t be overconfidence, and always eager to learn more. Bring what you learnt into action and make the difference felt to the organization with your dedicated and consistent performance once you have hit the floor. Remember the image of a brand is nothing but the collaborative effort of its employees. And more you contribute to the brand’s success, more you propel your career trajectory. This is a direct give and take relationship. However, a company’s success is a collective effort of its people, bear in mind; hence, it’s important that you mind your relationships with co-workers. Build relationships, share knowledge, help and seek others’ help whenever required. Actively take part in internal networking events to know the expectation of peers that can bring good to you, to them and to the company collectively. Keep your activities transparent and accountable and feel free to explore and innovate; for this you need to be an active listener as well. Suggestions coming from any quadrants from higher or lower should receive your equal attention. When it comes to sharing credit of success, people usually come on the front nudging others, but the take changes in the opposite scenario – it should not be a case, embrace failure and success, appreciation and criticism, and take forward steps to identify yourself with the company’s objective, and the rest is bound to happen effortlessly.
Apply for a Job
- Careers, Tech Support, Techvedic
Techvedic offers rewarding career opportunities for fresher and experienced both. Read Techvedic Reviews by employee.
Our Location
Janakpuri District Center, Janakpuri, New Delhi – 110058
y of news. This is the era where we all are surrounded by different gadgets. Earlier, we used to read about these technology products through newspapers or magazines. But, with the advent of computer and Internet, things have changed. In these days, people often visit technology blog to read about the latest technology products as well as check the latest buzz of tech world.
Techvedic Official Blog 