Roles/Responsibilities:
1.Primary responsibility will be to
provide first class technical support to our customers & assist with
troubleshooting errors & issues associated with the application.
2.The role will utilize the
necessary database tools/ trouble ticket system to manage and track issues and
escalations in accordance with the SLA’s. The person must be a team player
capable of high performance and flexibility working in a dynamic 24x7
environment.
3.Provide first line Technical
Customer Support. (Voice & Email)
4.Clarify customer requirements;
probe for and confirm understanding of requirements or problem; Research
solutions from various sources and apply documented procedures to resolve
issues; Confirm customer understanding of the solution and provide additional
customer education as needed.
5.Provide specific technology
operations support during assigned shift. Handle incident tickets, speak with
end-users, work on problem tickets and resolve critical operations issues
rapidly and effectively.
6.Properly update all tickets using
established documentation standards to ensure issues are well documented,
stakeholders are informed, and issues are closed.
7.Establish effective working
relationships with all customers, partners and co-workers. Collaborate &
work closely with all teams in resolving complex support issues.
Educational Qualification :
Engineering degree or equivalent.
Experience : 3 years’ + experience
Location : Bangalore
Minimum Qualifications
1. 3 years’ + experience in
Technical Support, supporting International clients (Voice Based)
2. Technical knowledge on Cisco
routing & switching products
3. Strong computer application
skills
4.Excellent written and verbal
English language with strong interpersonal and communications skills and
ability to build quality customer relationships.
5.Willing to work in a 24 x 7 shift
environment.
6.CCNA certification
7.Engineering degree or equivalent.
