Customer Support Operations-Engineer I
- Fico
- 4 - 6 years
- Bengaluru
- 3 months ago
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Job Description
- Product/Customer support for global clients.
- Manage the flow of customer s incidents via telephone, cases/incidents, and working with next level support, infrastructure teams, product teams and manage end-to-end communication with clients based on agreed SLAs.
- Triage and escalate incidents in a timely manner according to standard operating procedures.
- Act as a liaison between engineering and consulting teams to resolve incidents.
- Maintain and determine ways to improve the customer experience, always demonstrating a strong client-focus with professional communication.
- Bachelor s degree or equivalent.
- Sound understanding in managing, handling, and troubleshooting multi-tier cloud applications/software products and on-premise solutions.
- Good customer-facing skills in general to handle phone and emails of clients.
- Good understanding about enterprise level application support and infrastructure support.
- Good knowledge on cloud platform.
- Flexible to work primarily in shifts.
- Demonstrates the ability to troubleshoot issues, disturbances, and failures in platform and systems, and work with internal and external stakeholders to restore functionality.
- Ability to prioritize and manage multiple incidents.
- Demonstrated ability to interact with diverse customer base successfully.
- Knowledge/prior exposure to incident/problem/change management.
- Understanding of ITIL framework.
- Knowledge of AWS concepts.
- Excellent written and verbal skills.
- An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
- The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.
- Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.
- An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.
Job Classification
Industry: Analytics / KPO / ResearchFunctional Area / Department: Customer Success, Service & OperationsRole Category: Operations SupportRole: Technical Operations (Tech Ops)Employement Type: Full timeContact Details:
Company: FicoLocation(s): Bengaluru
Keyskills: Product management Application support big data analytics Consulting Machine learning Customer support Troubleshooting IT operations Technical support FICO
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