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.
Hiring organization
Pulse HRM
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
