Customer Support Associate

7 days ago


India Crest IT Consulting Pvt Ltd. Full time

This is a full-time remote role for a Customer Support Associate. The Customer Support Associate will be responsible for providing problem-management expertise and escalating issues when necessary. The ideal candidate will have hands-on experience with ticketing tools and be available to work varying shifts or rotational support.

Experience Required:- 1 to 3 years.

Responsibilities:

  •   Prior experience in application production support/Support Desk. Ideal to have worked in a client-facing role.
  •   Good incident and problem management experience, ensuring coordination between end users, field teams, and L1/L2 teams across partners.
  •   Escalate as per the escalation matrix.
  •   Work with cross-functional teams and external vendors as needed. Having good verbal and communication skills including emails etc.
  • Should be able to work with SOPs for impact release and get the ticket resolved by concern teams.
  • Willing to work as per shifts or rotational support as per client needs.
  • Having know-how in a service desk or similar standard ticketing tools.

Good to Have

1. Foundation-level understanding of ITIL

2. Working knowledge of any ITSM tool like Remedy, Service Now, CARS, etc.

Qualifications:- Graduate Only

Location Will be:- Andheri MIDC



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