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Support Champion

4 months ago

Bengaluru, India Tookitaki Holding PTE LTD Full time

**Job Title: Support Champion - L1**

**Reporting to: Support Director**

**Location: India**

**Key areas to look out**:

- Demonstrated experience and proven track record of effectively
- Managing clients in a highly technical and B2B software product and / or solution.
- Experience in a fast-paced startup/scale-up environment
- Experience in working with remote deployment teams

**What you will be doing**:

- Owning, investigating, analyzing, troubleshooting and resolving incidents escalated from customers about the Tookitaki Platform
- Triage incidents, service requests related to the Tookitaki Platform and the customer enterprise
- Collaborates with other support personnel, impacted groups and outside vendors who may have links to an incident and follow documented escalation procedures as mentioned in Freshservice Guide
- Learn Tookitaki Platform and familiarize with AMLS products, features, and techniques
- Removal of single points of failure and known errors, and automation wherever possible. A ‘fix once’ approach - which includes working closely with L2/L3 team support on root cause analysis processes - to ensure incidents do not happen again
- Monitor production job schedules where required and attend to failures
- Meet client SLA and communicate via Ticketing tools
- Provide work around solutions for defects raised
- Ensuring technical documentation and Knowledgebase articles are produced by the appropriate people, either within the team or L2/L3 role
- Develop a career in solution architecture.

**What you won’t be doing**:

- You will not commit roadmap deliverables to clients
- You will not commit and take change requests from clients
- You will not pass customer communications to other teams.

**Key Requirements**:

- At least 2+ years hands-on experience of ITIL Service Management principles and processes.
- ITIL v3 Foundation and knowledge of ITIL Service Operation.
- Excellent customer service skills, strong business focus and stakeholder engagement skills.
- Solid written and verbal communications skills, including report writing and technical documentation.
- Solid technical knowledge of enterprise IT environments.
- Experience of working in a fast-moving and changing, enterprise IT environment.
- Ability to build positive cooperative relationships and communicate at all levels with other groups and departments.
- Manage Services and utilities of the Company’s tool;
- Handle incidents, queries from business users (service response) Log tickets in the Customer’s incident management tool (Incident, and service request)
- Route the incident/service request/call to L2/ L3 support personnel (after triaging)
- Notify the users of the ticket status with information on who is working on the ticket (service response); Notify the users of any outages which may cause unavailability of a service for the end users;
- Event management (known issues and follow standard operating procedures, SOPs)
- Create and maintain documentation/SOPs

**Compensation & Job Perks**:

- Opportunity to work for the fastest growing AML (Anti Money Laundering)
- Compliance company serving the fastest and biggest economies
- Flexible working hours and remote working