Job description:

Provide staff with the following skillset to ensure
a) Excellent customer service skills
b) Excellent English communication skills with a global client base
c) Two to five years of proven, qualified related work experience in a comparable environment
d) Preferred work experience in technical support role but not required
e) Required Education: B.Sc in Computers, BCA in Computers, B.Tech/B.E. in any stream.
f) Ability to diagnose the cause of problems in a complex environment and to provide effective solutions quickly
g) Self-motivated and ability to work on own initiative in a high-pressure environment
h) Willing to work variable shifts including evenings, weekends and public holidays
i) Responsible for high quality end-user technical support, related to enterprise software and hardware
j) An understanding of technology and the ability to apply that knowledge to support all existing systems
k) Provides investigation, diagnosis, resolution and recovery for hardware/software problems
l) Two to five years of proven, qualified related work experience in a comparable complex, high tech and fast paced work environment

• To provide support for on call escalations and doing root cause analysis of given issue
• To independently resolve tickets within agreed SLA of ticket volume and time
• To adhere to quality standards, regulatory requirements and company policies
• Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts
• To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases