Service Desk L1 Support (Voice) - Chennai

2COMS Consulting Private Limited

Chennai, INDIA

15h ago

Job Role : L1 Support Role (Voice Only)

Location : Chennai

Shift : Should be flexible with night shifts and 24*7 working environment

Experience 1 to 6 years

Job Description :

Basic knowledge in Java / Unix / PL SQL

Experience in any of these (Incident Management, Change Management and Problem Management, Batch Monitoring, Ticketing and Application Support)

Good Communication skills and willing to learn

L1 - Support Engineer is responsible for providing technical support for customers, developers and prospects across the World through Email, phone interactions, Web tickets, Chats using incident tracking system.

Responsibilities :

1. Resolve software and technical questions for the customer efficiently and effectively

2. Gather the required information necessary in order to best handle customer software and technical inquiries

3. Manage customer expectations regarding estimated response times for issue resolution

4. Resolving the issues through Phone, Chat and email and other communication channels

5. Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations

6. Extensively research and document customer technical issues 7. Collaborate with Technical Support team members to manage customer inquiries properly and escalate when appropriate

8. Partner with Technical Support team members on various strategic projects when needed

9. Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status

10. Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team

Benefits

Cab+ Incentive+ Shift Allowance

Opportunity to move laterally within the organization, through IJP for various other roles and business units which exist.

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