Work Force HR

Require Technical Support (US Voice Process) at Andheri Mumbai (BB-5EAFA)

Found in: Talent IN

Description:
Job DescriptionJob Title Technical Support (Voice Process ) (Software Specialist )US process Night ShiftEligibility: Minimum 1 years of relevant experience - Freshers can also applyQualification: Graduate (BE-Extc, BE-IT, BE-Comp, BSC-IT, BCA, MCA, BSC-Comps, MSC-IT)Max CTC Offered: Upto 4.50 LacsSkill sets:- Excellent communication in English language-Technical knowledge(SQL, Networking and basics of Java)-AOI- Technical Support-Immediate Joiners preferred.Role DescriptionThe role of a Software Specialist is to communicate with customers (internal and external) to understand the technical issues, analyse and troubleshoot issues to get resolutions within the set timelines. He/she is also expected to document the resolution steps in the CRM.Knowledge : Attributes Basic MySQL, MSSQL ,Java Networking Additional Tomcat and JavaSkill : Communication (verbal and written) Time management Assertiveness Handle pressure Analytical skillsAttributes : Ownership and accountability Passion Integrity Team workKey Responsibilities:Knowledge quotient : Be updated with process and product knowledge Understand clients infrastructure Be updated with compliance processes and protocolCommunication : Understand client grievances and understand the root cause of the issue created Maintain internal communication to keep them updated about the status of resolution through calls and emails Maintain highest level of customer satisfaction through service as well as technical resolutionTroubleshooting : Bifurcate issues into front end or backend technical issues Identify and report potential P1 cases in timely manner to the Lead/Mentor Provide correct and timely resolution to issues Follow all security and compliance protocol set by the organization and highlight discrepancies in a timely MannerDocumentation : Document the first communication with the customer on the internal portal Document timely updates about the status of the resolution on the internal portalWarm regards,

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