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