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Technical support specialist

2 weeks ago

Gurgaon, Haryana, India NIIT Full time
About the job
NIIT provides comprehensive and scalable managed training services for learning administration that maps directly to our customer needs. Training is our business and passion. We are one of the largest training outsourcing provider in the world. NIIT delivers and administers 75,000 days of training each year, in 18 languages. 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. NIIT is a global service provider. We have presence in more than 40 countries.
Link for our website: is looking for Technical support Specialist
5 days working from Office, Gurgaon
Cabs facility both side for hiring zone areas.
Rotational Shift including night shift.
This is a Full time 1 year contract role which can be convert into Permanent depend on Performance
SAP/Success Factors knowledge will be preferred.
Customer Support
Solve technical issues for customers on SAP Learning, the Training Shop and the Certification Hub
Communicate clearly, professionally and proactively with customers via ticketing channel
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.
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NIIT is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic