Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Summary:
As an Application Tech Support Practitioner, you will serve as a vital link between clients and the systems or applications they utilize. Your typical day will involve engaging clients to understand their needs, addressing their concerns with precision, and ensuring that our high-quality systems operate seamlessly. You will leverage your exceptional communication skills to provide support and solutions, ensuring client satisfaction and system reliability.
Roles & Responsibilities:
- Provide Level 1 (L1) Technical Support through the IT Service Desk.
- Assist users in troubleshooting and resolving technical issues efficiently and effectively.
- Log and document client interactions, issues, and resolutions in the ITSM tool.
- Collaborate with team members to improve service delivery and enhance overall client experience.
Professional & Technical Skills:
- Proficiency in Service Desk Management.
- Solid understanding of incident management processes.
- Experience with ITSM tools such as ServiceNow, BMC remedy, and other ticketing systems.
- Hands-on knowledge of Microsoft 365 (O365), MS Office Suite, Active Directory, and general hardware/software troubleshooting.
- Understanding of Service Level Agreements (SLAs) and ticket lifecycle.
- Experience supporting remote users and using remote troubleshooting tools.
- Excellent verbal communication skills with a neutral accent.
- Strong written communication skills, including proper email etiquette.
- Effective problem-solving and analytical skills.
- Strong customer service orientation.
- Ability to stay calm and composed under pressure, especially while handling irate customers and managing high call volumes.
Support Type & Working Hours:
- Primary Mode of Support: Voice-based support, with additional assistance via email, chat, and remote desktop tools.
- Shift Requirements: 24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential.
- Work Location & Timing: Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed.
- Work Schedule: Five-day work week, with weekly offs determined by the shift roster.
Additional Information:
- Experience: 0-2 years in IT Service Desk or Technical Support.
- Location: Position is based at Bengaluru office.
- Educational Qualification: Minimum 15 years of full-time education.
