Location
Secunderabad | India
Job description
Job Description
- Employs the required number of hours of online time per day assisting clients via phone, emails, or others.
- Provides thorough first and second level technical support to resolve client problems and acts as the liaison throughout the problem resolution process between clients and subject matter experts responsible for escalated problems.
- Receive client requests for company products, services, or other application assistance, identifies the source of the problem, determines the appropriate course of action to resolve the problem, using internal and external information sources and coaches the user through the resolution process.
- Following all departmental guidelines thoroughly documents and tracks all client reported issues using the current problem management application.
- Provides after-hours on call support, as scheduled and/or needed.
- Provides limited second level technical support to peers in resolving more challenging problems.
- Directly handles escalated issues assigned to them by the department Manager, Supervisor, or Lead including participation in conference calls with internal and external clients.
- Makes recommendations for process improvements and technology changes within the department.
- Must be receptive to feedback and continues improvement.
- Desirable experience working with high profile clients.
- Responsible for training of newly hired technicians, existing technicians requiring or seeking additional training.
- Perform QA email or call evaluations to level 1-2 help Desk technicians, including proving feedback and coaching when needed.
- Responds to moderately complex questions and assists Help Desk technician and direct customers.
- Update & maintain internal knowledge base system.
- Use advanced troubleshooting techniques and systems to properly diagnose client's problems.
- Responsible to coordinate internal tasks. (Email support and phone coverage)
- Must be able to demonstrate the ability of maintaining privacy and confidentiality, critical thinking skills, follow company policies and procedures.
- Must have strong customer focus, a demonstrated ability to work within a team of service-oriented individuals, and excellent customer service skills.
- Must be able to manage multiple priorities and track own activities and tasks performing work as prioritized by a supervisor, and escalating conflicts and issues appropriately and in a timely manner.
- Ability to take directions well and follow detailed instructions.
- Experience working within a technology support organization.
- Analytic skills in a call center environment desired
- Proficient in Microsoft Office Suite
- Professional and courteous communication skills (both oral and written skills)
- Experience working with Service Now, VDI environments, and remote desktop support tools a plus.
- Experience on Windows and Mac OS.
- Experience with JIRA and Confluence, OKTA, and MS Active Directory a plus
- Hybrid Working Model - Mandate to be in office on Tuesday and Thursday
- Flexible in working in shifts.
Additional Information
Experian Careers - Creating a better tomorrow together
Job tags
Salary
