Product support specialist - customer servicing

Hello Everyone,

Greetings from IRIS..!

I am writing this job post to brief about the job opportunity with IRIS KPO Resourcing Pvt Ltd (IRIS Software Group) for Product Support Specialist - Technical Support ( SQL & Dot Net).

Please find the job description and specifications for your references, please share your interest for the job opportunity with your updated resumes.

Candidates must have hands on experience on handling L2 technical tickets ( Net) Candidates must have excellent communications Previous experience of working in a Service Desk/Helpdesk/ Support environment Problem solving. Critical thinking. Debugging/ applications and web applications. Strong SQL knowledge. Coding experience would be desirable.

This Vacancy is not for freshers, in future if we have any other vacancy we will let you know.

Experience required: 2 to 5 Years.

No of positions: 5

Shift timings: 8 AM to 11 PM IST (Rotational Shift) No Night Shifts

Job Location: Remote

Designation : Customer Services Advisor / Associate

Main Responsibility:

To ensure constant monitoring of the Service Desk logging system (Zendesk) ensuring all incidents and requests are resolved or triaged within SLAs and KPIs To ensure that the Service Desk logging system is kept up-to-date and accurate. To also ensure that all notes and associated information relating to calls are added to the system in an appropriate manner To utilise remote access technology, knowledge sources and diagnostic tools to either resolve or triage tickets to other i SAMS teams or 3rd party suppliers To monitor call flow and to raise awareness to the relevant team(s) when required e.g. when there are high volumes To identify repetitive incidents to raise awareness to the relevant team(s) by supplying precise and accurate information. To provide support to Customer Support Analysts enabling quick and effective resolutions to problems whether that is through support, guidance, escalation or training Deal with non-technical 'How To' type queries as required To assist in maintaining accurate information to reduce impact on the Service Desk such as technical information for support forums and bulletin boards. To accurately update any client information in the Service Desk logging system as necessary. To regularly audit the Service Desk logging system to ensure that tickets are effectively managed and to confirm that information held is accurate and relevant. To participate in team projects that enhances the quality and efficiency of the support service. To participate in continual development and learning activities within the team. To review internal procedures on a regular basis to ensure that they are up-to-date and accurate proposing alterations and changes where necessary. To maintain one or more information systems to ensure the highest quality and accuracy of data collation Training new and existing members of the i SAMS Team with the use of i SAMS as required Maintain a good understanding of i SAMS product and keep up to date with system developments Undertake any other reasonable tasks or projects which support i SAMS business needs and are within the post holders' capabilities

Essential

Knowledge and experience

Previous experience of working in a Service Desk/Helpdesk/ Support environment at 2nd line level including experience of managing incidents through to resolution or escalation and working within SLAs Experience of coding, preferably in classic ASP, ASP. NET (C#) or Java Script Solid knowledge of SQL using MS SQL Management Studio Experience of debugging web-based applications Sound knowledge of IT systems, network configuration, major applications and desktop support Previous experience in a customer service role - experience of dealing directly with clients/customers Experience of using a call logging system Solid understanding incident management and ITIL principles

Experience of application support

Experience in the education sector, ideally worked on an MIS product A good understanding of IIS and MS Reporting Services ITIL foundation qualification Service Desk qualification

Educated to degree level in Computing or Computer Science