· Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.
· Own and track tickets within SLAs
· Identify, resolve or manage the resolution of system issues
· Take calls and service ticket requests on a ticket system
· Supports internal clients with system admin tasks and product knowledge expert advice.
· Seek more information, by asking the right questions to collect information to resolve
the issue or escalate to a specialist
· Communicate to Level 1, 2, 3 teams keeping clients and management informed
· Manage escalation to 2nd Line
· Updating and managing Knowledgebase
· Familiar working with automated system monitoring and applications across large networks
· Technical Support is a 24 hours/ 5 days a week responsibility for customers around the world
· Be a part of a scheduled shift rotation
· Assignments as required and relevant by Management
· Achieve the KPIs
Requirements
· Ability to keep Customer at the forefront of all requests and advocate for the Customer’s needs at all times.
· Own and track tickets within SLAs
· Identify, resolve or manage the resolution of system issues
· Take calls and service ticket requests on a ticket system
· Supports internal clients with system admin tasks and product knowledge expert advice.
· Seek more information, by asking the right questions to collect information to
resolve the issue or escalate to a specialist
· Communicate to Level 1, 2, 3 teams keeping clients and management informed
· Manage escalation to 2nd Line
· Updating and managing Knowledgebase
· Familiar working with automated system monitoring and applications across large networks
· Fluent in English language both written and oral
· Additional languages will be beneficial
· May be required on occasion to work outside standard working hours
· Candidates must be eligible to work and live in the country of employment.
Skills Required
- Own and track support tickets within defined SLAs
- Take calls and service ticket requests using a ticketing system
- Identify, resolve, or manage resolution of system issues and escalate when necessary
- Manage escalation to 2nd Line and communicate with Level 1, 2, 3 teams
- Update and manage the knowledgebase
- Familiarity with automated system monitoring and applications across large networks
- Support internal clients with system admin tasks and provide product knowledge advice
- Fluent in English, both written and oral
- Additional languages
- Ability to work scheduled shift rotations; may require work outside standard hours
- Achieve assigned KPIs
- Candidates must be eligible to work and live in the country of employment
- Customer advocacy and strong customer-focused communication skills
What We Do
Two95 International Inc., is a global technology firm specializing in enterprise solutions that evolves over BPM, Mobility, Cloud, Analytics, E-commerce & Social Business. Our client base includes several Fortune 500 and mid-market companies across industries and varying geographies. With vast knowledge and knowhow of 20 years in the IT field, we have been chosen as INC500 fastest growing company in North America in 2013. With the accolade of being ranked 11th in Human Resources by INC500, we have also been nominated as the 3rd fastest growing company in South Jersey by SJBM. We are ranked among the Top 20 IT Companies in New Jersey based on the year-on-year growth for the last 3 years. With a seasoned team of highly qualified personnel, our offices are located in New Jersey, Canada and India.
