●       Executes transactions as per prescribed timelines

●       Performs Initial troubleshooting to identify root cause and provides resolution to customer

●       Reviews ,validates inputs from process executives and assist them to execute transactions without errors

●       Provide first /second level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems.

●       Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines.

Skills

• Time Management
• Troubleshooting
• Problem Solving
• Analytical skills

Requirements

• Job Role Technical Support - Voice / Blended
• Job Type Full Time
• Workplace Type Onsite
• Industry Information Technology

Secondary locations

About

Not provided

Responsibilities

▪         Actively troubleshoot to identify, assess, record, resolve or escalate incidents and service requests ensuring they are handled within an agreed time limit and within agreed processes

▪         To participate in an on call Rota, providing a 24 hours, first line support service to users.

▪         Response, diagnosis, resolution and tracking by phone, email, chat and social media of customer support queries.

▪         Maintain response and resolution speed as defined by SLOs

▪         Keep high customer satisfaction scores and follow quality standards in 90% of cases.

▪         Use existing knowledge base to provide a customer facing root cause assessment.

▪         Provide customer facing bug progress summary using available tools and platforms.

▪         Handle escalations raised by customers and partners.

▪         Handle consults from the lower tier to assist in case resolution

▪         Ability to identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects

Other Requirements

●       BCA/BTECH/MCA/BE- Computer Science

●       Willingness to work in rotational shifts

●       24X7 operations

●       Flexible with Weekly Offs

Good to have

Not provided

About the Company

A System integration and total IT solutions provider with a global service delivery out reach.