Production Support Executive

7 days ago


Mumbai Maharashtra, India Epicenter Technologies Pvt. Ltd Full time

**Production Support Executive**

**Shifts**: 24X7 Shifts (Afternoon & Night shifts)

**Work offs**: Rotational Any 2 days

**Role**: Production Support Executive

**Experience**: 6 Months to 1 year (Freshers are also welcome with excellent communication skills)

**Age**: 21 to 30

**Qualification**:HSC and above

Call or WhatsApp at **8080980786**for faster response

**Responsibilities**:

- Help resolve technical questions for the customer efficiently and effectively
- Manage customer expectations regarding estimated response times for issue resolution.
- Collaborate with Technical Support team members to properly manage customer inquiries and escalate when
- appropriate
- Performing remote troubleshooting through diagnostic techniques and pertinent questions through Phone, chat
- Meet SLAs like response and resolution times of tickets
- Identify and suggest possible improvements on procedures
- Logs incidents and service requests and maintains relevant records:

- I. Identifies and classifies incident types and service interruptions
- ii. Records incidents cataloguing them by symptom and resolution
- Vendor management
- Tracking and updating tickets
- Ensure Internal coordination for availability of PRD Desk Executives with 24 x 7 shift coverage, roster timing and
- shift adherence
- Adherence to Policies and procedures
- Trouble tickets categorization
- Timely coordination with respective managers and engineers for ticket updates and closure within SLA

**Skills required**:

- Proven experience as a help desk technician or other customer support role
- Good understanding of computer systems, servers and other tech products
- Ability to diagnose and resolve basic technical issues
- Excellent communication skills
- Proficiency in English
- Customer-oriented and cool-tempered
- Good Team Player
- Should be proactive in learning and taking initiatives
- Excellent time management
- The ability to handle pressure and meet deadlines
- Should have knowledge about MS office (Outlook, PPT and Excel)
- Should be able to work at client locations in Mumbai in case of requirement

**Job Types**: Full-time, Permanent

Pay: ₹18,000.00 - ₹25,000.00 per month

**Benefits**:

- Health insurance
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund

Shift:

- Fixed shift
- US shift

Ability to commute/relocate:

- Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Fresher with excellent communication skills

**Education**:

- Higher Secondary(12th Pass) (required)

**Experience**:

- Production Support: 1 year (preferred)

Shift availability:

- Overnight Shift (required)
- Night Shift (required)
- Day Shift (required)

Work Location: In person



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