Global Support Associate

Full Time
New Delhi
Posted 2 months ago

Job Description

Shifts: 7am-4pm, 3pm-12am, 11pm-8am (rotational shifts)

  • Troubleshoot tier 1 and/or tier 2 support requests via phone and web-based ticketing system
  • Use knowledge of web-based applications and networking to troubleshoot and resolve client issues
  • Perform tests to isolate source of issues
  • Escalate issues to the Technical team when necessary
  • Liaise with all related teams and departments to ensure customer satisfaction and deliver the Knowcross promise
  •  Verify technical fixes from the Technical team
  • Use remote desktop sharing application to assist end users and resolve issues
  • Provide efficient and timely support to customers across geographies
  • Adhere to processes defined for case logging via Sales force or other tools as mandated
  • Proactively conduct account reviews of select customers on a regular basis to review service needs and usage trends
  • No. of working days: 5

Key Responsibilities: 

  • Troubleshoot tier 1 and/or tier 2 support requests via phone and web-based ticketing system
  • Use knowledge of web-based applications and networking to troubleshoot and resolve client issues
  • Perform tests to isolate source of issues
  • Escalate issues to the Technical team when necessary
  • Liaise with all related teams and departments to ensure customer satisfaction and deliver the Knowcross promise
  •  Verify technical fixes from the Technical team
  • Use remote desktop sharing application to assist end users and resolve issues
  • Provide efficient and timely support to customers across geographies
  • Adhere to processes defined for case logging via Salesforce or other tools as mandated
  • Proactively conduct account reviews of select customers on a regular basis to review service needs and usage trends

Link to circular: https://erp.aktu.ac.in/Attachments/Circular/1219710zko4yc.pdf

Job Features

Job CategoryService
Eligible Department and ProgramB.Tech/M.Tech/MCA
Specific Eligibility requirement (Please mention)• Impeccable Written • Verbal English Communication skills
Cost to Company (CTC)3 LPA Cab: One side drop/pick in odd hours in a radius of maximum 20KMs

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