Job Description
Shifts: 7am-4pm, 3pm-12am, 11pm-8am (rotational shifts)
- Troubleshoot tier 1 and/or tier 2 support requests via phone and web-based ticketing system
- Use knowledge of web-based applications and networking to troubleshoot and resolve client issues
- Perform tests to isolate source of issues
- Escalate issues to the Technical team when necessary
- Liaise with all related teams and departments to ensure customer satisfaction and deliver the Knowcross promise
- Verify technical fixes from the Technical team
- Use remote desktop sharing application to assist end users and resolve issues
- Provide efficient and timely support to customers across geographies
- Adhere to processes defined for case logging via Sales force or other tools as mandated
- Proactively conduct account reviews of select customers on a regular basis to review service needs and usage trends
- No. of working days: 5
Key Responsibilities:
- Troubleshoot tier 1 and/or tier 2 support requests via phone and web-based ticketing system
- Use knowledge of web-based applications and networking to troubleshoot and resolve client issues
- Perform tests to isolate source of issues
- Escalate issues to the Technical team when necessary
- Liaise with all related teams and departments to ensure customer satisfaction and deliver the Knowcross promise
- Verify technical fixes from the Technical team
- Use remote desktop sharing application to assist end users and resolve issues
- Provide efficient and timely support to customers across geographies
- Adhere to processes defined for case logging via Salesforce or other tools as mandated
- Proactively conduct account reviews of select customers on a regular basis to review service needs and usage trends
Link to circular: https://erp.aktu.ac.in/Attachments/Circular/1219710zko4yc.pdf
Job Features
Job Category | Service |
Eligible Department and Program | B.Tech/M.Tech/MCA |
Specific Eligibility requirement (Please mention) | • Impeccable Written • Verbal English Communication skills |
Cost to Company (CTC) | 3 LPA Cab: One side drop/pick in odd hours in a radius of maximum 20KMs |