Application Tech Support Practitioner

1 week ago

Bengaluru Chennai, India Advent Global Solutions Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Project Role : Application Tech Support Practitioner

Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Must have skills : Service Desk Management, Service Desk Voice Support

Good to have skills : NA

Minimum 5 year(s) of experience is required

Educational Qualification : 15 years full time education

Summary:

As an Application Tech Support Practitioner, you will serve as the vital link between clients and our systems or applications. Your day will involve utilizing your exceptional communication skills to ensure the seamless operation of our world-class systems. You will engage with clients to accurately identify their issues and leverage your extensive product knowledge to design effective resolutions, all while maintaining a strong focus on quality and client satisfaction.

Roles & Responsibilities:

- Expected to be an SME, collaborate and manage the team to perform.

- Responsible for team decisions.

- Engage with multiple teams and contribute on key decisions.

- Provide solutions to problems for their immediate team and across multiple teams.

- Facilitate training sessions to enhance team capabilities and knowledge sharing.

- Monitor team performance metrics and implement strategies for continuous improvement.

Professional & Technical Skills:

- Must To Have Skills: Proficiency in Service Desk Management, Service Desk Voice Support.

- Strong understanding of incident management processes and best practices.

- Experience with ticketing systems and customer relationship management tools.

- Ability to analyze and resolve technical issues efficiently.

- Excellent verbal and written communication skills to interact with clients and team members.

Support Type & Working Hours:

Primary Mode of Support: Voice-based support, with additional assistance via email, chat, and remote desktop tools.

Shift Requirements: 24x7 support with 9.5-hour rotational shifts. Flexibility to work in different shifts as per roster is essential.

Work Location & Timing: Work from office, specifically during US/night shifts, including weekends and Indian public holidays as needed.

Work Schedule: Five-day work week, with weekly offs determined by the shift roster.

Additional Information:

- The candidate should have minimum 5 years of experience in Service Desk Management.

- This position is based at our Bengaluru office.

- A 15 years full time education is required.

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