Roles and ResponsibilitiesDuties include:
• This will be a 24*7 support job. The candidate should be ready to work in rotational shift.
• Research and identify solutions to software and hardware issues
• Develop, maintain, Process, and adapt as required call routing protocols in reactive and proactive approach
• Work with the Stakeholder team to accept and resolve all issues escalated from TAC representatives.
• Ensure all issues are pursued to a satisfactory resolution.
• Ensure full training of TAC staff and compliance with the policy for complaint handling.
• Ensure complete and accurate documentation of all call records and support for any.
• Prepare accurate and timely reports
Desired Candidate Profile• Strong mechanical aptitude
• Strong verbal communication skills, with the ability to address specific issues
• Experience, in any of the Zendesk, Freshdesk, Fresh service, Jit Bit, ServiceDesk, Live Agent, or Jira Service Desk. ticketing system tool will be added advantage.
• Ability and willingness to work in widely varied environments
• Ability to establish strong working relationships with customers
• Strong customer focus and the desire to go the extra mile
• Vocational/ technical degree or above preferred.
• Exp. in manufacturing or industrial reliability or maintenance
• Ability to train, mentor and level analysts
• Rotating machinery reliability experience.
Salary: 8,00,000 - 10,00,000 P.A.
Industry:IT Services & Consulting
Role Category:Customer Success, Service & Operations - Other
Employment Type:Full Time, Permanent