Location- Mumbai
Qualification- Graduation/Post Graduation
Experience- 4 to 8 Years
Job Description
Handle customer tickets (interrupt) and auto-generated tickets (incident)
Provide primary on call support 24×7
Incident Management and customer communications
Alarm detection and handling
Responsible for level 2 Troubleshooting and Error Management
Call-out/Escalations as needed
Trouble Ticketing
Review and awareness of maintenance activity
Maintain Documentation as it pertains to the execution of this SOW
Reporting Requirements
Handling escalations passed on by L1
Job Requirement
Fluent oral and written communication skills Excellent interpersonal and organization
skills.
Demonstrated ability to capture and document all relevant details pertaining to a
support issue or request.
Positive thinker, confident, presentable, enthusiastic, resilient, and team player
Ability to present technical information to a varied audience over the phone
Ability to follow special instructions and other knowledge documentation to
determine the appropriate path to resolution for customer before consulting and/or
escalating issues to other service department staff members.