Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must Have Skills : Service Desk Management
Good To Have Skills : Service Management
Key Responsibilities : Standard JD format: Role: Service Desk Agent Level GSkill:Technologist to respond to the incidents / issues reported by Customer predominantly through Voice Interaction and also through email, chat remote supportTechnologist to identify, investigate and diagnose the issue and take necessary action viz resolves or assigns the issue to right assignment groupTechnologist to capture all incidents in incident tracker tool and assign the cases to relevant assignment group as per process a
Technical Experience : Minimum Skill Requirement Must Have:Incident management and usage of ITSMExcellent communication skills, with neutral accentExcellent written communication skills with email etiquettesGood problem solving and analytical skillsExcellent customer service skillsAbility to remain calm and courteous in periods of stress, and while facing an irate customer and managing back to back calls when required
Professional Attributes : Support Type / Hours1Predominantly Voice Interaction support and also through email, chat remote support224x7 Support, shifts based on roster This means role requires working in US / Night shifts and weekends and on national holidays 310 hours shift with 1 hour break split into 2 short brea
Educational Qualification : Educational RequirementsMandatory required:- Bachelor degree or 3 year diploma Good to Have:- Te
Additional Information : Updated due to 1000 character limit Technologist constantly upgrades his technical, process an