Roles & Responsibilities:
• Candidate will be part of our Support team liaising with Product developers to support Client Products deployed at customer sites across the globe.
• Will work along with the Support Lead, take up support tickets assigned, probe the issue, and give possible resolution within the Turn Around Time.
• Candidates will be trained in client products to give end to end resolutions on usual technical issues raised.
• Candidates will be receiving, prioritizing, documenting and actively resolving issues that arises out of our products in any contact center production environment.
• Job profile involves travel to Customer Site across the globe on need basis to perform any support related activities on Client Products.
• Must perform technical troubleshooting on our products implemented at customer site by taking a remote session (or) by coordinating with onsite engineer.
• May have to extend regular work timings and work on various time zones while working on Support tasks assigned.
• Will report to the Support Lead.
Required Professional & Interpersonal Qualities:
• Any Graduate / BE / BTech /MCA.
• Exceptional ability to build and manage relationships and expectations with stakeholders, supporting organizations, and peers.
• Excellent communication, management, negotiation, and organization skills with the ability to communicate at executive levels of the organization.
• Working according to target market time zone a must. Excellent verbal, written and effective communication skills.
• Demonstrated ability to achieve stretch goals in a highly innovative and fast paced environment.
• Effective time-management, organizational and prioritization skills.
• Strong sense of responsibility, accountability and passion about quality of work, desire to learn and take ownership.
