Job Description
- Primarily responsible for efficient and effective analysis and resolution of customerissues related to software products.
- Log, identify, analyze, and resolve issues related to software products.
- Use the ticketing system and other software to maintain data-related issues andrespective resolutions.
- Providing quality Customer Services to clients via different communicationchannels like IM, Phone, and ticketing system.
- Correspondence with clients & inter-departmental communication.
- Frequent coordination and follow-up with clients / other stakeholders to ensurethat tickets are timely closed.
- Handling client calls as technical lead for support items.
- Generate and provide application data or reports to customers and otherstakeholders.
- Identify common issues and provide feedback for improvement to relevantstakeholders.
- May be assigned to work on day or night shift to ensure 24/7 operations.
- Continuously learn and update product knowledge.
Requirements
- Bachelor’s or Master’s degree in Computer Science, IT or any related field from a recognised university
- Good written and oral communication skills
- Ability to analyze, troubleshoot and solve problems
- Good Database concepts and SQL skills
- Strong customer focus with attention to details
- Excellent interpersonal and team skills
- Motivation and ambition to excel Self-driven, time conscious, quick learner, andfast executor
- Flexible with timings (should be able to work night or rotating shifts)