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Technical Support L1


Source:
TIMESJOBS.COM
Location:
Mumbai, MH
Date:
10-11-2016
Job Code:
58248339
Categories:
  • IT
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Job Details

Job ResponsibilityResolving technical problems and queries by tracking incoming Emails to a support queue in CRMRecord user service requests/restorations as tickets in CRM using casesKey Skills.Previous experience interacting with customers in a service environment mandatory.An understanding of User expectations and typical IT policies and procedures.Well-developed skills in Communication and interpersonal skills User Training Problem solving and analytical skills Report writing.Strong knowledge of customer environments.Strong customer service, problem solving, and technology skills.Must be customer and detailed oriented and possess strong decision making ability.Knowledge of and experience with CRM.Ability to work with minimal supervision.Ability to prioritise and control workloadAchieve specified performance goalsProvide initial troubleshooting and support with the goal to provide resolution of reported service requests and restorations.Diagnoses, identifies, isolates and analyses problems utilizing historical database records. May route calls to product line specialists.Provides notifications to the clients on case creation, updates & completion.Assigning ticket severity, prioritizing work accordingly, and collaborating with other staff and vendor support resources to resolve issues.Generating reports for overdue cases, response times, and standard issues reported etc.Perform accurate incident classification and categorization of reported incidentsDeals with customers courteously at all times, diffusing stressful situations where conflict and unreasonable demands from users require tact and diplomacy.Adhere to Service Level Agreements (SLAs)/Objectives for Customers.
Additional Degree: BE/ B.Tech (Engineering)

Experience: 2-7

Requirements

ERP/CRM
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