Looking For Customer Support Representative

What you get to do in this role-

€¢ Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or ServiceNow CRM in a timely efficient manner.

€¢ You will be escalating to internal or external support resources and Subject Matter Experts when necessary.

€¢ You will be supporting users in the use of the ServiceNow platform by providing necessary advice and/or walk-through.

€¢ Identify self-service documentation gaps and create Knowledge Base Articles to help the customer.

€¢ You will provide support for ServiceNow customers by managing multiple cases daily.

€¢ You will assist peers with their cases.

€¢ You will participate in User Acceptance Testing (UAT).

Skills:€‚€‚€‚€‚€‚

To be successful in this role, we need someone who has-

€¢ Any IT or Engineering graduates from a recognized university.

€¢ Technical background and an ability to learn and absorb technology quickly.

€¢ Great written and verbal communication skills

€¢ Prior experience working in a helpdesk environment over phone, using technical skills to resolve end user issues on a first call resolution basis.

€¢ The ability to communicate effectively with people at all levels.

€¢ The ability to have difficult conversations with customers.

€¢ The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.

€¢ Basic understanding of ITIL Skills and business processes.

€¢ 3 - 5 years working within an IT environment

€¢ The ability to work as part of a team and on their own initiative.

Note:

You should be willing to work on a rotational basis for weekend shifts, holidays, and/or on-call as needed.

Desired requirements

€¢ A good understanding of the ServiceNow platform is an advantage

€¢ Experience with using and troubleshooting SaaS applications.

Note: The shift timings will be from 1 PM to 10 PM IST

• Experience

  2 - 5 Years

• No. of Openings

  10

• Education

  Post Graduate (M.C.A, M.Tech)

• Role

  Customer Support Representative

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office

• Face interview location

  Enter through Gate No 11, Plot No. 2, Survey No. 83/1, ARGUS block, 17th, Knowledge City,