Software Engineer(2-3 years) - Noida
- Infogain India
- 2 - 3 years
- Noida, Gurugram
- 3 years ago
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Job Description
- The Support Specialist will be providing 1st level support for several retail US based Retailers. This position will be monitoring incoming emails, answering incoming call requests, troubleshooting hardware problems, Administrating product availability, documenting issues and guiding customers through documented solutions to resolve issues while providing world-class customer service.
- Responsibilities:
- Monitor incoming Email Queue for 86ing requests, perform administration within OLO to remove items from location menu, respond back to store confirming work completed.
- OLO location error troubleshooting confirm error, troubleshoot issue, escalate to third party vendor if not resolved.
- Triaging of POS and OLO reported issues, determine if after hour support needed, call on-call person, or gather info and assign to internal POS support for next working day.
- 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 first-level problem resolution on incidents 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.
- 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:
- Excellent written communication skills (English).
- 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
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: Administration Retail Ticketing Customer service Software Engineer 2 Vendor Troubleshooting Technical support Hardware troubleshooting Monitoring
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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