Position title
Support Consultant
Description
  • Provide On-Call, Email, Chat based support to ODL clients.
  • Troubleshoot Application issues reported by customers.
  • Ensure required action is taken for tickets based on appropriate SLA’s.
  • Self-supervised learning with research to solve various typical user queries.
  • Log and test all reported bugs, change requests and questions.
  • Communicate with the client any findings relating to the above.
  • Prioritize any bugs and questions in line with ODL support priorities.
  • Ensure the new issues in the Support Log are cleared daily.
  • Ensure the TL/Manager is informed of all details for any priority 1 issues.
Responsibilities
  • Understanding/Basic concepts of Microsoft Operating System, Fair knowledge of Applications like Microsoft Office Suite, Browsers.
  • Ability to work in flexible shifts.
  • Good verbal and written communication skills.
  • Knowledge of principles and processes to provide customer services.
  • Meeting quality standards for services, and evaluation of customer satisfaction.
  • Proficiency with Computer Operating system and basic applications.
  • Strong organizational and interpersonal skills, with good detail orientation.
  • Confident and active enough to stir a group or team.
  • Knowledge of Database, XML, IIS, etc. fundamentals.
  • Basic understanding of SQL Query.
  • Basic knowledge of how-to RDP or remotely connect to client servers.
  • Troubleshooting and problem-solving skills are an added advantage.
  • Knowledge of OS and software installations and configurations.
  • Knowledge of the ticketing system and SLA metrics.
Qualifications
  • 1.5 years’ experience in Customer Service Tech.
  • Minimum Graduation BCA/MCA/BE/BSC or any equivalent qualification.
  • Good communication skills (written & verbal) and ability to interact with overseas clients.
Employment Type
Full-time
Job Location
Goa
Working Hours
Rotational Shifts (India, UK, US, and AU Shift)
Date posted
November 6, 2024
Valid through
December 6, 2024