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 Quality Management, 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 utilizing your exceptional communication skills to ensure the seamless operation of our world-class systems. You will engage with clients to accurately identify their issues and leverage your extensive product knowledge to design effective resolutions, all while maintaining a strong focus on quality and client satisfaction. You will also be responsible for improving the communication skills and overall voice quality of service desk agents. This role focuses on training, monitoring, and providing feedback on voice etiquette, clarity, tone, and professionalism to ensure excellent customer experience during voice interactions. 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. - Facilitate training sessions for junior team members to enhance their skills and knowledge. - Regularly review and analyze service desk performance metrics to identify areas for improvement. -Conduct regular voice coaching sessions for service desk agents focusing on pronunciation, tone modulation, clarity, and professional language. -Monitor live and recorded voice calls to evaluate agents’ communication effectiveness and identify areas for improvement. Professional & Technical Skills: - Must To Have Skills: Proficiency in Service Desk Quality Management, Service Desk Voice Support, Service Desk Management. - Strong understanding of incident management processes and best practices. - Experience with customer relationship management tools and ticketing systems. - Ability to develop and implement quality assurance processes for service desk operations. - Familiarity with ITIL framework and its application in service management. 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 Quality Management. - This position is based at our Bengaluru office. - A 15 years full time education is required.