Enterprise Technical support

1 week ago

Noida, Uttar Pradesh, India DIN Engineering Services (DIN) Full time ₹ 2,00,000 - ₹ 6,00,000 per year

Job description

A short video profile (1-2 minutes) introducing yourself is mandatory along with your resume.

NAME OF PROJECT: Support Service Desk for Adobe's Digital Marketing/Media Enterprise clients

GENERAL DESCRIPTION OF PROJECT:

  • Be part of a 24x7 Enterprise Grade Service Desk Team (to start with 24x5) =24*7

  • Triage issues coming from various all channels such as phone (inbound & outbound), chats, and email web portal (Omni Channel).

  • Prioritize customer urgency and issues.

  • Search and reuse information from internal information repositories.

  • Log all incidents, requests and customer interactions into the case management system.

  • Drive issues through the organization with urgency.

  • Assess customer sentiment at all stages during the communication.

  • Communicate verbally or in writing with the appropriate level of etiquette, timeliness and professionalism.

  • Understand the business impact of issues.

  • Stay calm under stressful conditions while driving issues forward.

  • Quickly learn and apply new knowledge and concepts.

REQUIRED SKILLS FOR THE JOB:

  • Must be a Graduate.

  • Having 2+ years previous Technical Support Center experience with an emphasis on business to business / Enterprise support interactions.

  • Outstanding written & verbal communication skills in English with a neutral accent.

  • Experience working in a team environment and managing a diverse workload.

  • Experience in supporting software applications and troubleshooting in Windows and /or Mac environment.

  • Knowledge of Adobe products would be preferred.

  • Familiarity with MSI and MSP installers as well as deployment technologies such as SMS, GPO, Apple Remote Desktop would be desirable.

  • Basic knowledge of Active Directory, Cloud technology, SSO would be an advantage.

  • General cultural awareness, particularly for resources who are supporting customers in region other than the one they are located in (e.g., ability to detect & understand different regional accents, general knowledge of what the capital of the country is, the main cities or regions etc. to avoid having to make spelling requests to customers.

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