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Technical Support Professional

2 weeks ago

Meerut, Uttar Pradesh, India NIIT Full time
Company Overview
NIIT is a global service provider with presence in more than 40 countries. We have designed and developed over 50,000 days of classroom training and 20,000 hours of web-based training localized to more than 25 languages.

About the Job
We are seeking a Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for solving technical issues for customers on SAP Learning, the Training Shop, and the CertificationHub. You will communicate clearly, professionally, and proactively with customers via ticketing channels and manage customer escalations.

Key Responsibilities
- Solve technical issues for customers on SAP Learning, the Training Shop, and the CertificationHub
- Communicate clearly, professionally, and proactively with customers via ticketing channels
- Manage customer escalations
- Collaborate with fellow service & support colleagues and other internal organizations globally to provide superior customer service
- Take ownership of technical issues and drive to resolution
- Continuously improve service and support processes to increase efficiency
- Drive and manage projects with other support colleagues
- Create root cause analysis of reported incidents for our stakeholders
- Run reports on learning usage triggered through customer service requests
- Deliver on-demand reports to our customers based on their individual needs
- Provide qualitative feedback to (technical) product management for improvements of platforms, tools & processes
- Ensure GDPR compliance for global operations processes

Desired Candidate Profile
- 2-4 years of experience in BPO/Call Centre environment with a focus on international voice processes (blended).
- Bachelor's degree in Any Technical Specialization (BCA/B.Tech/B.E.).
- Professional experience in customer engagement
- Experience in escalation management
- Strong communication skills with excellent verbal and written English proficiency.
- Ability to work rotational shifts including night shifts.

Benefits
Cabs facility both side for hiring zone areas.