Technical support - US Shift (Brierley)
- Capillary Technologies
- 2 - 4 years
- Bengaluru
- 3 months ago
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Job Description
- Resolving problems on the product s various features and services, including but not limited to troubleshooting user access, data discrepancies or any other product issues reported.
- Will be required to be on-call once assigned on necessary weekends and holidays
- Ensure all customer issues are resolved within the agreed service level agreements.
- Document and record each customer interaction using the CRM and provide analysis where appropriate to enable engineering team to resolve the issues at hand in an efficient manner
- Ensure customers are updated regularly and frequently with progress using the support team s ticketing system.
- Work with Engineering and cross-functional teams to identify impact and help prioritize
- Ensure all customer issues raised are ticketed and that all investigation progress is managed and followed up on.
- Execute the Incident Management procedures in the event of a serious live service incident with customers.
- 2+ years of relevant experience in a customer focused position involving technical knowledge of a companies products and services.
- Bachelor s degree in Computer Science, Information Technology, Engineering, or equivalent is preferred.
- Time-management skills and the ability to establish reasonable and attainable deadlines for resolution.
- Comfortable working in and assisting others through company help desk software, such as Zendesk in addition to other tools required.
- Professional written and interpersonal skills are essential when communicating with customers and clients as well as with internal stakeholders.
- High work ethic and organizational skills with the ability to self-manage time and deliverables.
- Able to work on rotating shifts that cover weekends and holidays as required.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information Security,
Role Category: IT Support
Role: IT Support - Other
Employement Type: Full time
Contact Details:
Company: Capillary TechnologiesLocation(s): Bengaluru
Keyskills: Ticketing Service level Interpersonal skills Incident management Troubleshooting Information technology Technical support CRM Customer interaction
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Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 5...
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