Senior Associate with strong technical background in L1 troubleshooting of applications and experience in technology tools.
The position requires a deep interest in understanding the application and how it functions to provide an exception experience to our clients.
Roles & Responsibilities :
Respond to emails, tickets and calls of clients for supported applications.
Assist clients in resolving technical / functional problems on assigned emails, tickets & phones by providing guidance / troubleshooting regarding the application.
Resolves or refers more complex technical problems through a defined escalation process.
Follows up with users to ensure that their inquiries are resolved within the agreed time frame.
Logs & tracks inquiries, maintains updates and related problem documentation.
Identifies, evaluates, and prioritizes client problems and complaints to ensure that inquiries are resolved appropriately.
Provides an end of shift report on issues / queries to the Product Lead to highlight areas of concern and updates.
Identify and create / update knowledge articles that are needed for the team's usage.
Potential escalations from clients need to be informed to the Product Lead.
Test new changes in lower environments and document in knowledge articles for potential questions that reach the help desk.
Provide reports in excel / ppt based on tasks managed in the help desk.
Monitor daily tasks on the help desk to ensure that SLAs are met.
Involve in outage management activities to represent the Helpdesk and provide crucial data points relevant to client experience.
Qualifications and Educationl requirements :
Bcom / BCA / B.E / MCA
Preferred skills :
Analytical & problems solving skills
Interpersonal skills to interact with customers and team members
Organizational skills to prioritize work
Excellent communication skills (Written & verbal)
Knowledge on ITIL framework