Job Description

Roles & Responsibilities:
• Taking ownership of customer issues reported and seeing problems through to resolution
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues
• Following standard procedures for proper escalation of unresolved issues to the appropriate
internal teams
• Research and identify solutions to software and server issues
• Diagnose and troubleshoot technical issues
• Ask customers targeted questions to quickly understand the root of the problem
• Monitor transactions within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a
technical issue
• Properly escalate unresolved issues to appropriate internal teams
• Provide prompt and accurate feedback to customers
• Refer to internal database or external resources to provide accurate tech solutions
• Ensure all issues are properly logged
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their IT systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals

Candidate Requirement:
• Good Spoken & Written Communication
• Root Cause Analysis
• Should be okay with Late Evening till Late Night | Weekend Shifts
• Should have handled product support in technical capacity
• Understanding of ITIL Process

Experience: 3– 5 years
Education: B.Sc, B.E, BCA
Technical Skills: Linux, Oracle, Windows & SQL