User support Job description

Navi MumbaiLegal, Full-Time

Work Experience Essential

  • 2+ year or more experience in similar role
  • Experience on Desktop support, application support

Basic Requirements

  • Good knowledge on Service Desk with written and oral communication skills. No certifications or in-depth Technical requirements are needed.
  • Candidates to be having experience of International Voice Process background.

Key Responsibilities

  • Respond quickly to all queries and incidents.
  • Manage incidents, including via telephone, Chat & email.
  • Documentation, recording & updating incident details in the ticketing tool.
  • Communication, alerting technical staff via assignments and escalating to Resolver group
  • Support & Classification, making an initial assessment into the nature of the incident, assessing the severity, impact and risk.
  • Answering queries and resolution of straight forward incidents
  • Escalation of unresolved cases to next level application specialist teams.
  • Monitoring & Tracking, reviewing the progress of an incident and keeping the customer informed.
  • Assisting the client with L1 Support activities
  • Represent team and gather requirements from Client for process improvements
  • Conduct process training/refresher sessions for new hires
  • Able to assist/handle TL activities in absence of Team Lead
  • Drive process performance to achieve and exceed SLA deliverables

Job Requirements:

  • Computer usage proficiency
  • Familiar with MS office tools like outlook, excel, word. Able to log tickets on ITSM tools.
  • Ability to troubleshoot and resolve Basic computer Hardware, OS and browser issues
  • Fluent in written and spoken English
  • Customer handling skills
  • Multi-tasking and displays ownership.
  • Working in a team
  • Previous experience of Call Centres in Technical support or Service Desk(1 year + exp preferred)
  • Experience in Microsoft Office 365

Knowledge & Skills

  • Fluent in English verbal and Nonverbal
  • Excellent telephone skills
  • Customer focused
  • Ability to multi-task and prioritize workload
  • Ability to adapt to continuously changing procedures and environment
  • Team player with strong interpersonal skills

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