Application Tech Support Practitioner

Project Role :

Application Tech Support Practitioner

Project Role Description :

Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Must have skills :

Service Desk Management, Service Desk Voice Support

Good to have skills :

NA

Minimum 3 Year(s) Of Experience Is Required

Educational Qualification :

15 years full time educationSummary: As an Application Tech Support Practitioner, you will serve as the vital link between clients and our systems or applications. Your day will involve engaging with clients to understand their needs, utilizing your exceptional communication skills to ensure the smooth operation of our world-class systems. You will be dedicated to maintaining quality and will leverage your deep product knowledge to accurately define client issues and design effective resolutions, ensuring client satisfaction and system reliability. Roles & Responsibilities: - Expected to perform independently and become an SME. - Required active participation/contribution in team discussions. - Contribute in providing solutions to work related problems. - Assist in the development and implementation of support processes to enhance service delivery. - Provide training and guidance to junior team members to foster a collaborative environment. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Management. - Strong understanding of incident management and ticketing systems. - Experience with customer relationship management tools. - Ability to analyze and troubleshoot technical issues effectively. - Familiarity with service level agreements and performance metrics. Support Type & Working Hours: Primary Mode of Support: Voice-based support, with additional assistance via email, chat, and remote desktop tools. Shift Requirements: 24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential. Work Location & Timing: Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed. Work Schedule: Five-day work week, with weekly offs determined by the shift roster. Additional Information: - The candidate should have minimum 3 years of experience in Service Desk Management. - This position is based at our Bengaluru office. - A 15 years full time education is required.