International Voice Process

3 days ago

Ahmedabad, India XcelTec Interactive Pvt Ltd Full time

**T1 - Technical Support Analyst**

**Night Support**

**International Voice Process Exeperience 2 TO 4 Years**

**About the Company**

Truffle Systems is an Alberta based provider of an all-in-one Restaurant Management Platform that helps Restaurant Owners grow their online presence. We help to unlock new revenue streams, through our latest iPad POS Software for restaurants. Truffle Systems is the market leader in product innovation and customer satisfaction. Our goal is to not just build the best products, but to partner with our clients to help them improve their overall business operations. Our culture is focused on delivering quality and innovative products in a team-oriented, respectful atmosphere in which everyone is expected to contribute and grow.

**Position Summary**

**Position Responsibilities**
- Answer technical support phone calls on software/hardware.
- Gather and document all information pertaining to a customer issue into a case ticket, respond to new cases within established timeframes, manage caseload and provide updates to customers with open cases, effectively troubleshoot assigned cases and identify those that need escalation to Senior Analysts.
- Accurate gathering of data, should a call not be resolved during the initial phone call, it is imperative that the case have the entire details of the issue and suggested recommendations for resolution. If a caller requires additional support of the issue, all pertinent information should be captured for the next analyst.
- Escalates design, reliability, and maintenance problems to the Technical Support Team Lead / Product Manager.
- Being proactive and taking the initiative are keys to success. Utilization of slow business periods to train on software functions identified by the Technical Support Team Lead is essential.
- Follows internal escalation path, involving other departments when needed, documenting each call for ease of escalation.
- Periodic Installation and Training of software/hardware for clients via remote connection.

**Salary**: ₹25,000.00 - ₹40,000.00 per month

**Benefits**:

- Provident Fund

Schedule:

- Night shift
- UK shift
- US shift

Supplemental pay types:

- Commission pay
- Overtime pay
- Performance bonus
- Quarterly bonus
- Yearly bonus

Ability to commute/relocate:

- Ahmedabad, Gujarat 380009: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- total work: 2 years (preferred)

Work Location: In person

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