Odessa Configuration

2 weeks ago

Bengaluru, Karnataka, India Emperen Technologies Full time ₹ 6,00,000 - ₹ 8,00,000 per year

Need Immediate Joiners

Job description:

Job Overview: We are seeking an enthusiastic and detail-oriented L1 Support Personnel to join our support team. The ideal candidate will be responsible for providing first-level technical support to end users, troubleshooting issues, and ensuring a high level of customer satisfaction. This is an excellent opportunity for individuals looking to start or advance their career in IT support.

Key Responsibilities:

Serve as the first point of contact for internal and external users seeking technical assistance via email, forms or telephone.

Diagnose and resolve basic technical issues related to Odessa, Platform Tools, and API/network connectivity.

Perform configuration changes in Odessa.

Escalate complex issues to higher-level support teams or Odessa when necessary while ensuring proper documentation of the escalation process.

Maintain accurate records of user interactions and technical issues in the ticketing system.

Provide timely follow-up with users to ensure their issues are resolved to their satisfaction.

Assist with user account management, including password resets and access permissions.

Contribute to the development and maintenance of knowledge base articles and documentation for common issues and solutions.

Participate in training sessions and workshops to enhance technical and customer service skills.

Collaborate with team members to improve support processes and enhance the overall user experience.

Qualifications:

Previous experience in a customer service or technical support role is preferred

Knowledge of Odessa

Strong problem-solving skills and the ability to work independently.

Excellent verbal and written communication skills.

Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.

A customer-oriented mindset with a desire to help others.

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