Exchange Support Specialist

1 week ago

Hyderabad, Telangana, India beBeeProblemSolver Full time ₹ 8,00,000 - ₹ 12,00,000
Job Description:

The primary role of an Exchange Support Engineer is to resolve, maintain and manage clients' software, hardware, network based on the service requests raised from the end-user as per the defined SLAs ensuring client satisfaction.

Key Responsibilities:
  • Timely response to all tickets raised by the client end-user
  • Maintenance of quality parameters in solutioning
  • Custodian of clients' network, server, system, storage, platform, infrastructure and equipment for proper functioning and upkeep
  • Monitoring the number of tickets raised through dial home, email, chat, IMS and ensuring right solutioning within defined resolution timeframes
  • Root cause analysis of tickets and creation of an action plan to resolve the problem and ensure client satisfaction
  • Immediate acceptance and resolution of high-priority tickets, installation and configuration of software and hardware requirements based on service requests with 100% adherence to timeliness as per priority of each issue to manage client expectations and avoid escalations
  • Provision of application and user access as per client requirements and requests for timely solutioning
  • Tracking of all tickets from acceptance to resolution stage as per resolution time defined by the customer
  • Maintenance of timely backup of important data, logs and management resources to ensure solution quality and client satisfaction
  • Coordination with on-site team for complex problem resolution and timely client servicing
  • Review of log gathered by Chat BOTS and resolution of service requests and issues in a timely manner
Required Skills and Qualifications:

To excel in this role, you will need:

  • Excellent problem-solving and analytical skills
  • Strong communication and interpersonal skills
  • Ability to work under pressure and meet deadlines
  • Knowledge of software, hardware, and network systems
  • Experience in ticket management and resolution
  • Ability to collaborate with cross-functional teams
Benefits:

This role offers:

  • Opportunity to work with a dynamic team
  • Professional growth and development opportunities
  • Competitive salary and benefits package
  • Flexible working hours and remote work options
Others:

Please note that:

  • This is a full-time position
  • Availability for overtime may be required
  • A background check and reference checks will be conducted prior to hire

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