Software Engineer - Noida - Infogain India (P)
- Infogain India
- 2 - 3 years
- Noida, Gurugram
- 3 years ago
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Job Description
- Position Description:
- The Support Specialist will be providing 2nd level phone support for several retail store locations. This position will be answering incoming call requests, troubleshooting application and hardware problems, logging service tickets, documenting issues and guiding customers through documented solutions to resolve issues while providing world-class customer service.
- Responsibilities:
- Agent logs, receives and tracks trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved/closed out within the ticketing system.
- Provides telephone support to end-users on hardware, software and other store system related issues.
- Provides first-level problem resolution on the telephone with users; and walks the user through a series of steps to determine issue; classifies level, priority and nature of problem.
- Opens, tracks, taking ownership of issues and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned.
- Works with Level 3 and other escalation points to resolve technical issues.
- Provides Remote Access Support through various VPN connections.
- Provides a high level of customer service in a fast-paced environment with phone calls, emails, and messaging.
- Follows up with existing tickets/inquiries, as appropriate.
- Accurately classifies and records details of inquiries into a web-based ticketing system.
- Effectively manages/prioritizes time to ensure that minimum Service Levels are met and/or exceeded.
- Must Have:
- Strong team player
- Excellent written and verbal communication skills.
- The ability to learn quickly and independently.
- Be passionate about helping people and resolving issues.
- Initiative to use available solution articles and resources to solve problems and take ownership of ticketed issues.
- 2 - 3 Years
- Skill Category: Oracle Retail
- Primary Skill: Micros-XStore, XOffice, XEnv
- Additional Skill(s): Oracle POS
Job Classification
Industry: IT Services & ConsultingFunctional Area: IT Software - Application Programming, Maintenance,
Role Category: Admin/Maintenance/Security/Datawarehousing
Role: Admin/Maintenance/Security/Datawarehousing
Employement Type: Full time
Education
Under Graduation: B.Tech/B.E. in ComputersPost Graduation: Post Graduation Not Required
Doctorate: Any Doctorate
Contact Details:
Company: Infogain IndiaLocation(s): Noida, Gurugram
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Keyskills: Manual testing VPN Healthcare HTML Customer service Oracle EJB microsoft Troubleshooting Technical support
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Infogain India
A Silicon-Valley headquartered company, Infogain is a global business oriented IT consulting provider of front-end, customer-facing technologies, processes and applications, leading to a more efficient and streamlined customer experience. We want our clients€™ interactions with their cus...
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