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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:
Desired Candidate Profile
Education:
Please refer to the Job description above
(UG - B.Sc - Any Specialization, Diploma - Any Specialization, B.Com - Commerce, B.A - Any Specialization, B.B.A - Management, BCA - Computers) AND (PG - Other)
Company Profile
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