Opportunity
Highly motivated individual experienced in and committed to the field of Application/Technical Support.
The role requires strong communication skills, experience in providing customer support and
strong technical skills, having aptitude to troubleshoot issues, identify workarounds and
solutions, as well as juggle several tasks at a time
Your Responsibilities :
· 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
Skills & Experience Needed:
· 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
- Keep customer needs and advocacy at the forefront of all requests
- Own and track tickets within defined SLAs
- Identify, resolve, or manage resolution of system issues
- Answer calls and service ticket requests via a ticketing system
- Support internal clients with system administration tasks and product expertise
- Gather diagnostic information by asking appropriate questions and escalate when necessary
- Communicate with Level 1, 2, 3 teams and management; manage escalations to 2nd line
- Update and manage the knowledgebase
- Familiarity working with automated system monitoring and applications across large networks
- Fluent English, both written and oral
- Additional languages (beneficial)
- Willingness to work scheduled shift rotations, including occasional outside standard hours (24/5 support)
- Candidates must be eligible to live and work in the country of employment
- Meet performance KPIs as required by management
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.
