To provide 1st line technical support; answering support
queries via phone, email, Chat and Web
To maintain a high degree of customer service for all support queries and
adhere to all service management principles.
To take ownership of user problems and be proactive when dealing with user
issues.
- Logging / verifying customer details
- Identifying the issue and categorizing / prioritize the incident
- Creating a ticket in CRM tool
- Referring KB for workaround / resolution and attempting resolution
- Strong interpersonal skills are a prerequisite.
- Ability to work effectively in a dispersed team and individually.
- Ticket re-assignment to L2 if ticket unresolved by L1 (where ever applicable)
- Ticket reassignment to PRG's if ticket unresolved by L1 (where ever applicable)
- Routing / Chasing of tickets with other PRG's
- Recording trend of calls and identifying outages proactively
- Callbacks for customer not reachable cases & customer request
- Identifying the trend of calls / tickets and highlighting it to L2 / TL as applicable for outage confirmation
- Creating child tickets and tagging them with problem ticket
- Callback the user and confirm resolution (where ever applicable)
- Salary: INR 1,00,000 - 3,00,000 P.A
- Industry: IT Software, Software Services
- Functional Area: Application Programming, Maintenance
- Role Category: Administration/ Maintenance/ Security/ Datawarehousing
- Role: Technical Support Engineer
- Keyskills: Service Desk
Desired Candidate Profile
Education: (UG - B.Sc - Any Specialization, Diploma - Any Specialization, B.Com - Commerce, B.A - Any Specialization, B.B.A - Management, BCA - Computers) AND (PG - Other)
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