Job Title: Support Consultant
Reporting to: Team Lead

Shifts: Rotational Shifts India, UK, US, and AU Shift.

Experience: 1.5 yrs. in Customer Service Tech / Freshers.

Education & Profile:
Minimum Graduation BCA/MCA/BE/BSC or any equivalent qualification.
Good communication skills (written & verbal) and ability to interact with overseas clients.

Skills & knowledge:
Need to have (mandatory):
• Understanding/Basic concepts of Microsoft Operating System, Fair knowledge of
Applications like Microsoft Office Suite, Browsers.
• Ability to work in flexible shifts.
• Good verbal and written communication skills.
• Knowledge of principles and processes to provide customer services.
• Meeting quality standards for services, and evaluation of customer satisfaction.
• Proficiency with Computer Operating system and basic applications.
• Strong organizational and interpersonal skills, with good detail orientation.
• Confident and active enough to stir a group or team.

Good to have (added advantage):
• Knowledge of Database, XML, IIS, etc. fundamentals.
• Basic understanding of SQL Query.
• Basic knowledge of how-to RDP or remotely connect to client servers.
• Troubleshooting and problem-solving skills are an added advantage.
• Knowledge of OS and software installations and configurations.
• Knowledge of the ticketing system and SLA metrics.

Job description:
• Provide On-Call, Email, Chat based support to ODL clients.
• Troubleshoot Application issues reported by customers.
• Ensure required action is taken for tickets based on appropriate SLA’s.
• Self-supervised learning with research to solve various typical user queries.
• Log and test all reported bugs, change requests and questions.
• Communicate with the client any findings relating to the above.
• Prioritize any bugs and questions in line with ODL support priorities.
• Ensure the new issues in the Support Log are cleared daily.
• Ensure the TL/Manager is informed of all details for any priority 1 issues.

 

Please send your CV or any further questions relating to this role to [email protected]