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    L2 Support System Engineer - Noida, India - Coders Brain Technology Pvt. Ltd.

    Coders Brain Technology Pvt. Ltd.
    Coders Brain Technology Pvt. Ltd. Noida, India

    6 days ago

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    Description

    Job Description:

    L2SupportJob Location Noida /workfrom Office/ NightShiftCandidate LocationNoidaResponsibilities: Agentreceives and tracks trouble tickets assigns them to a technicalspecialist (could be themselves or someone else) for action andensures that their tickets are resolved/closed out within the SLA sin the ticketing system.

    Provides telephone support to endusers onhardware XStore ORPOS software and other store system relatedissues.

    Tracks takes ownership of issues Resolves issues andpromotes enduser satisfaction; tracks activities of technicalsupport specialists to whom tickets were assigned.

    Works with Level3 and other escalation points to resolve technical issues. ProvidesRemote Access Support through various VPN connections. Provides ahigh level of customer service in a fastpaced environment withphone calls emails and messaging. Follows up with existingtickets/inquiries as appropriate. Accurately classifies and recordsdetails of inquiries into a webbased ticketing system. Effectivelymanages/prioritizes time to ensure that minimum Service Levels aremet and/or exceeded.


    MustHave:
    Strong team player Excellent writtenand verbal communication skills. The abilityto learn quickly and independently. Bepassionate about helping people and resolvingissues. Initiative to use available solutionarticles and resources to solve problems and take ownership ofticketed issues.

    Must be selfdirected attroubleshooting issues; understand documented service levels andknow when/who to escalate an issue to the next level ofsupport.

    Strong interpersonal skills arerequired. Ability to understand that user s needs are just asimportant as uncovering the technicalsolution. Strong attention to detailorganizational skills and ability tofollowthrough.


    RequiredSkills:
    Minimum of 3 years experience in acustomer/user support role. Troubleshootingskills required. Strong interpersonalcommunication and customer service skillsAbility to quickly learn business applications and apply thisknowledge to assist end users. Proficient inWindows 7 and use of the Internet. Must havethe ability to multitask and work well in a fastpaced teamenvironment. Must have strong analytical andproblemsolving skills. Ability to maintain afriendly upbeat and positive attitude.


    Goodto Have :
    Minimum 2years knowledge of Retail POS systems on Micros Xstore at leastversion 7 of Xstore. Knowledge in SQL server 2012 or 2016 anddatabase s Knowledge of Xstore functionality and structure Strongcustomer service verbal and written communication skillsrequired.

    customerservice,service levels,ticketing,troubleshooting,communicationskills
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