Jobs

    Customer Support - Sany, India - Careernet Technologies Pvt Ltd

    Careernet Technologies Pvt Ltd
    Careernet Technologies Pvt Ltd Sany, India

    3 days ago

    Default job background
    Description
    This is a technical support rolethatrequires midsized applicationtroubleshooting and support as well as a customercentricpersonality. Qualified candidatesmust have experience with phonebasedapplicationsupport strong communication andorganization skills and must pay close attention todetail.
    Familiarity with Windows OS/Servertroubleshooting is preferable.


    RESPONSIBILITIES:

    Provide firstline telephone technical support for the Q2 Solution Troubleshoot/resolve basic customerproblems Answer phone calls in a highpacedenvironment within acceptable service levels Accurately record cases including customercomments proper categorization andfullydocument issues for quick resolution without requiring additionalcontact with thecustomer to obtain basicdetails Accurately establish and recordcase priority Deescalate customer concernsand provide resolution Use available toolsprocedures instructions and documents to resolvetechnicalproblems Maintain indepth knowledge of Q2 Solution usage to answer how toquestions andprovide stepbystep instructionsto customers Thoroughly document allresearch/conversations utilizing a case tracking system Provide regular updates to customersregarding ongoing troubleshootingandresolution efforts Manage an individual open case queue whilebeing assigned new cases on a dailybasis May receive escalated cases and tasks fromcustomers or management and mustprioritizeaccordingly Escalate unresolved problems tothe appropriate resources and departmentsinaccordance with published guidelines Develop and maintain effectiverelationships with customers Followinternal change control process to implement any requiredproductmodifications Occasionally assist with testing emergency product fixes receivedfrom ProductDevelopment as needed Often make data or configuration edits in aproduction environment requiringextreme careand attention to detail Responsible forensuring that all security availability confidentiality andprivacypolicies and controls are adhered to.

    Participate in rotating 24x7 on callsupport coverage for all issues Communicatecustomer status concerns and issues to the OperationsManagementas needed Work closely with employees in other functions such asimplementations anddevelopment Working the US business hours (Indianighttime is a must ask) Additional JobDescriptionAdditional JobDescription


    EXPERIENCE AND KNOWLEDGE:
    Must have at least three plus years ofprevious phone technical support experience Understanding of remote tools and basic networking required Previous enterprise/midsized softwaresupport or delivery experience preferred
    Excellentcommunication and organizational skills required Ability to quickly learn new technologiesand programs Previous customer serviceexperience preferred; Must have ability toprovideassistance to customers in arespectful helpful manner Knowledge ofBanking practices is helpful Sometroubleshooting experiencepreferred
    troubleshooting,application supportservices,sql,bug tracking,international support,voiceprocessing
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