Job Description

Roles & Responsibilities: • Taking ownership of customer issues reported and seeing problems through to resolution • Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues • Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams • Research and identify solutions to software and server issues • Diagnose and troubleshoot technical issues • Ask customers targeted questions to quickly understand the root of the problem • Monitor transactions within agreed time limits • Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue • Properly escalate unresolved issues to appropriate internal teams • Provide prompt and accurate feedback to customers • Refer to internal database or external resources to provide accurate tech solutions • Ensure all issues are properly logged • Prioritize and manage several open issues at one time • Follow up with clients to ensure their IT systems are fully functional after troubleshooting • Prepare accurate and timely reports • Document technical knowledge in the form of notes and manuals Candidate Requirement: • Good Spoken & Written Communication • Root Cause Analysis • Should be okay with Rotational /Night shifts | Weekend Shifts • Should have handled product support in technical capacity • Understanding of ITIL Process Preferred candidate profile