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About the Role
Responsibilities:
1) Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desks or appropriate support teams to resolve incidents that are beyond the scope of their ability or responsibility.
2) Uses the appropriate CTI categories for logging incidents and requests.
3) Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
4) Ensures the end-to-end customer experience and acts as a single point-of-contact for the customer.
5) Analyzes and resolves incidents and requests regarding use of application, software or hardware. Logs and tracks incidents/requests from identification through resolution. Follows up with other support teams involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help knowledgebase.
6) Gains knowledge on applications, processes and support to increase ability to resolve requests on first contact.
7) Provides after hours and on-call support as needed.
8) Adheres to and supports ITIL standards and procedures.
9) Adheres to Companies Code of Conduct and Mission and Value statements.
10) Flexible to perform other adhoc duties/shifts assigned as per operational requirement.
KNOWLEDGE, SKILLS & ABILITIES (Required):
Demonstrates and desire to learn processes, application, and technology.
Demonstrates good customer handling skills and techniques.
Good communication and negotiation skills.
Strong analytical and problem-solving skills.
Preferred:
Competency in MS Office O365 Suite.
ITIL Foundation certification (not Mandatory)
Prior experience in supporting customers in Technical Service Desk environment.
Prior experience voice, chat & email support.
Proficiency in using support software tools –Outlook,O365, Active Directory, VPN, Service Now, Windows 8/10 and above, iOS & Android devices.
Optional:
Mechanical and Software R&D Application support
Requirements
Responsibilities:
1) Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desks or appropriate support teams to resolve incidents that are beyond the scope of their ability or responsibility.
2) Uses the appropriate CTI categories for logging incidents and requests.
3) Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.
4) Ensures the end-to-end customer experience and acts as a single point-of-contact for the customer.
5) Analyzes and resolves incidents and requests regarding use of application, software or hardware. Logs and tracks incidents/requests from identification through resolution. Follows up with other support teams involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete. Documents resolutions and updates self-help knowledgebase.
6) Gains knowledge on applications, processes and support to increase ability to resolve requests on first contact.
7) Provides after hours and on-call support as needed.
8) Adheres to and supports ITIL standards and procedures.
9) Adheres to Companies Code of Conduct and Mission and Value statements.
10) Flexible to perform other adhoc duties/shifts assigned as per operational requirement.
KNOWLEDGE, SKILLS & ABILITIES (Required):
Demonstrates and desire to learn processes, application, and technology.
Demonstrates good customer handling skills and techniques.
Good communication and negotiation skills.
Strong analytical and problem-solving skills.
Preferred:
Competency in MS Office O365 Suite.
ITIL Foundation certification (not Mandatory)
Prior experience in supporting customers in Technical Service Desk environment.
Prior experience voice, chat & email support.
Proficiency in using support software tools –Outlook,O365, Active Directory, VPN, Service Now, Windows 8/10 and above, iOS & Android devices.
Optional:
Mechanical and Software R&D Application support
About the Company
Cigres Technologies Private Limited is a technology consulting and services company that focuses on helping clients resolve their significant digital problems and enabling radical digital transformation using multiple technologies on premise or in the cloud. The company was founded with the goal of leveraging cutting-edge technology to deliver innovative solutions to clients across various industries.