Job Description
- Interact with customers to provide information in response to inquiries, concerns, and requests about products and services
- Become the product expert and understand in depth how configurations affect product functionality
- Own the onboarding of new customers
- Configure, install, maintain and upgrade computer systems hardware and software
- Restores files or systems by designing, writing and implementing backup procedures
- Ensure continuous monitoring of ageing of tickets and aggressively focus on solving tickets quick
- Understands, utilizes and provides input for updates to the process documentation related to tools and processes required for smooth operations
- Assist the Operations Manager in daily management
- Open and track tickets through resolution and give summary reports to customers and internal stakeholders
- Execute resolutions to problems and follow standard practices
- Determine, record and work with team to revise current procedures to enhance customer satisfaction
- Develop best practices and guidelines for Tech Ops team
- Review meeting with internal & external stakeholders (weekly / monthly).
- Following defined escalation path when needed
- Re-routing misdirected incidents that have not been handled in a timely manner
- Adhering to defined internal & external SLAs
- Flexible to work in rotational shifts
- Ability to think logically
- Problem solving skills
- Basic knowledge of ITIL framework
- Basic knowledge on Agile methodology
- Basic networking knowledge
- Knowlege on ticketing toolsl like Atlassian Suite, Asana, Zendesk, Salesforce etc
- Good verbal and written communication
- Stakeholder Management"
Apply for this job
