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    Customer Support Manager - Noida, India - Optimal Virtual Employee

    Optimal Virtual Employee
    Optimal Virtual Employee Noida, India

    1 day ago

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    Description
    This is a remote position.
    Customer Support Manager for US Shift

    Key Responsibilities:

    -Provide second-level and third-level remote technical support to internal and external customers
    -Assign and troubleshoot to customer support requests received from a ticketing system through to its resolution with a positive client experience
    -Maintain accurate records of all support activities, progress, actions and status
    -Analyze problems and implement workarounds, ensuring minimum disruption of service to clients
    -Communicate and escalate business critical issues across multiple teams
    -Contribute to improvements in procedures and documentation of resolution activities for the team
    -Provide an effective interface between end-users and development team by probing and identifying necessary diagnostic information to isolate a problem
    -Create new trouble tickets and clearly document the defect information for use by Developers and QA Teams
    -Participate in the after-hours "on-call" schedule for critical issues
    -Review all system alerts to determine relevancy and urgency

    Skills:

    -Excellent verbal, written and interpersonal communication skills
    -Troubleshooting errors generated in Internet Explorer/Chrome developer tools
    -Ability to write JavaScript is an advantage
    -Operating an IT Service Management system, preferably Jira and ServiceNow
    -Writing SQL scripts for data queries and data patches


    Knowledge:

    -Has basic knowledge in Network Configuration/Debugging, Whitelisting IP, Applying Certificates, SSO, SFTP, LB, IIS Web Server
    -Has working knowledge of REST API

    Experience:


    -Must have at least 5-7 years experience in 24x7 SaaS support"
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