Service Desk L1 Support (Voice) – Chennai
Job Overview
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Date PostedOctober 28, 2022
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Location
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Expiration date--
Job Description
Job Description
Job Role: L1 Support Role (Voice Only)
Location: Chennai
Shift: Should be flexible with night shifts and 24*7 working environment
Experience 1 to 6 years
Job Description:
Basic knowledge in Java /Unix/ PL SQL
Experience in any of these (Incident Management, Change Management and Problem Management, Batch
Monitoring, Ticketing and Application Support)
Good Communication skills and willing to learn
Monitoring, Ticketing and Application Support)
Good Communication skills and willing to learn
L1 – Support Engineer is responsible for providing technical support for customers, developers and prospects across
the World through Email, phone interactions, Web tickets, Chats using incident tracking system.
the World through Email, phone interactions, Web tickets, Chats using incident tracking system.
Requirements
Responsibilities:
1. Resolve software and technical questions for the customer efficiently and effectively
2. Gather the required information necessary in order to best handle customer software and technical
inquiries
inquiries
3. Manage customer expectations regarding estimated response times for issue resolution
4. Resolving the issues through Phone, Chat and email and other communication channels
5. Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations
6. Extensively research and document customer technical issues
7. Collaborate with Technical Support team members to manage customer inquiries properly and escalate
when appropriate
7. Collaborate with Technical Support team members to manage customer inquiries properly and escalate
when appropriate
8. Partner with Technical Support team members on various strategic projects when needed
9. Own customer technical issues from initial report to resolution, communicating with customers regularly
regarding issue status
regarding issue status
10. Document solutions for knowledge-base and bring new ideas for innovation and automation excellence
into the Support team
into the Support team
Benefits
Cab+ Incentive+ Shift
Allowance
Allowance
Opportunity to move
laterally within the organization, through IJP for various other roles and
business units which exist.
