Location
India | India
Job description
Description"About the client: Our client is a UK subsidiary of a global financial house working in multiple markets and asset classes.\nOur team: Rapidly expanding 140+ strong distributed team (London\/Warsaw\/Kyiv) developing and supporting a range of client projects and requirements.\n\nAbout the project: We are looking for talented and enthusiastic L1 IT support engineers for a newly built L1 IT support team for our client.\nThe team goal is to deliver excellent service to client employees by resolving and routing various IT incidents received by different communication channels, including phone, chat, email, ticket systems.\n15-strong team is expected to cover 6am - 7pm UK hours Mon-Fri and also provide minimal coverage 7:30am - 4pm UK hours on weekends.\n\nLuxoft team operates in WFH mode mainly.\nLuxoft offers great opportunities for building IT career in different directions. Powerful Luxoft training center provides hundreds of training on programming, software testing, business analysis, Agile and more, which are accessible to Luxoft employees for free."
Skills"Experience in Customer Support\n1. Understanding of call handling and phone etiquette.\n2. Ability to think on their feet and use initiative in investigating unknown issues.\n3. Familiar with call logging and understanding of what ticket triage and escalation is.\n4. Understanding of what equates to quality data in tickets logged\n\nEnglish (Advanced), previous experience in support services or system administration, experience dealing with a high volume of incoming calls, stress resilience skills"
Responsibilities"Answering user calls, cases and emails, trying to identify the root cause of an issue, conducting first level of troubleshooting, thus general IT practices awareness is highly appreciated\nMonitoring ticket system for new incidents\nDirect incident resolution using knowledge base\nRoute issues to responsible teams for resolution\nWork closely with other IT support teams to ensure timely incident resolution\nCommunicate to users to set their expectations and ensure CSAT is met\n\nLuxoft team operates in WFH mode mainly."
Job tags
Salary
