Technical Support Specialist

4 days ago


Gurgaon, Haryana, India NIIT Full time
Job Overview

NIIT is a global service provider offering comprehensive managed training services. Our company has presence in more than 40 countries, providing scalable solutions that map directly to customer needs.

We deliver and administer 75,000 days of training each year, in 18 languages. With over 50,000 days of classroom training and 20,000 hours of web-based training localized to more than 25 languages, we are one of the largest training outsourcing providers worldwide.

The role of Technical Support Specialist involves working from an office in Gurgaon with cabs facility for hiring zone areas. Rotational shifts including night shifts may be required. This is a full-time contract role with the potential to convert to permanent employment based on performance. SAP/Success Factors knowledge is preferred but not necessary.

Key Responsibilities
  • Solve technical issues for customers on SAP Learning, the Training Shop, and the Certification Hub
  • Communicate clearly and professionally with customers via ticketing channels
  • Manage customer escalations and collaborate with fellow service and support colleagues globally
  • Take ownership of technical issues and drive them 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 stakeholders
  • Run reports on learning usage triggered by customer service requests
  • Deliver on-demand reports to customers based on their individual needs
  • Provide qualitative feedback to product management for improvements of platforms, tools, and processes


Requirements
  • 2-4 years of experience in BPO/call center environment with international voice processes (blended)
  • Bachelor's degree in any technical specialization
  • 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


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