Software Engineer - Noida - Infogain India (P)
- Infogain India
- 2 - 3 years
- Noida, Gurugram
- 3 years ago
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Job Description
Responsibilities:
Agent logs, receives and tracks trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved/closed out within the ticketing system.
Provides telephone support to end-users on hardware, software and other store system related issues.
Provides first-level problem resolution on the telephone with users; and walks the user through a series of steps to determine issue; classifies level, priority and nature of problem.
Opens, tracks, taking ownership of issues and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned.
Works with Level 2 and other escalation points to resolve technical issues.
Provides Remote Access Support through various VPN connections.
Provides a high level of customer service in a fast-paced environment with phone calls, emails, and messaging.
Follows up with existing tickets/inquiries, as appropriate.
Accurately classifies and records details of inquiries into a web-based ticketing system.
Effectively manages/prioritizes time to ensure that minimum Service Levels are met and/or exceeded.Must Have: Strong team player Excellent written and verbal communication skills.
The ability to learn quickly and independently.
Be passionate about helping people and resolving issues.
Initiative to use available solution articles and resources to solve problems and take ownership of ticketed issues.
Must be self-directed at troubleshooting issues; understand documented service levels and know when/who to escalate an issue to the next level of support.
Strong interpersonal skills are required.
Ability to understand that user s needs are just as important as uncovering the technical solution.
Strong attention to detail, organizational skills and ability to follow-through.
Minimum of (1-2) years experience in a customer/user support role.
Job Classification
Industry: IT Services & ConsultingFunctional Area: Engineering - Hardware & Networks,
Role Category: IT Network
Role: IT Network
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: Any Postgraduate
Doctorate: Any Doctorate
Contact Details:
Company: Infogain IndiaLocation(s): Noida, Gurugram
Keyskills: Ticketing Interpersonal skills Web technologies VPN User support Hardware Customer service Software Engineer 2 Troubleshooting Technical support
Infogain India
A Silicon-Valley headquartered company, Infogain is a global business oriented IT consulting provider of front-end, customer-facing technologies, processes and applications, leading to a more efficient and streamlined customer experience. We want our clients€™ interactions with their cus...
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