Tier - 1 Support

2 weeks ago

Pune, India Risesmart Inc Full time

**About Randstad RiseSmart**

Randstad RiseSmart is the leading provider of contemporary career transition services for organizations in more than 40 industries and 80 countries. The first outplacement and redeployment provider to recognize, and respond to, the new Employee Relationship Economy, Randstad RiseSmart’s “beginning to beginning” approach combines dedicated career coaching and personal branding with patented technology and tools to support transitioning employees. Randstad RiseSmart partners with HR teams and provides onsite support, specialized training and secure reporting in a results-oriented approach. Founded in 2007, Randstad RiseSmart delivers landing rates exceeding 80 percent and time-to-placement 60 percent faster than national averages. The company has earned awards and recognition from more than a dozen organizations, including Bersin by Deloitte, Gartner Inc., the Brandon Hall Group and Fortune Magazine.

**About the Job**

**What You Will Do**

? Serve as the first point of contact for customers seeking technical assistance via the Ticketing system.

? Diagnose, research and resolve tier 1 technical issues.

? Effectively advise and assist customers on appropriate action.

? Provide accurate information on IT products and services.

? Direct unresolved issues to the next level of support personnel.

? Identify and escalate situations requiring urgent attention.

? Maintain the highest possible level of customer service.

? Work with vendors and internal stakeholders to ensure accurate, effective training content.

? Other duties as assigned.

**Skills You Will Need**

? 3+ years of product support work experience, required.

? Strong customer support skills

? Excellent written and verbal communication skills

? Problem-solving ability to diagnose and resolve basic technical issues.

? Demonstrates eagerness to learn and flexible with the ability to multi-task.

? Possess attention to detail and follow-through.

? Willing to work in shift hours

? Ability to be flexible, multi-task and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy

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