The role involves working with the group to deliver upon the business objectives when it comes to servicing its customers.

Responsibilities:

- Apart from the conducting the activities of the Customer Support Consultant, this role involves the ability to monitor the performance of individual group members when it comes to quality of resolution, closure of tickets and client engagement quality.

- Ability to conduct Stand-Up meetings within the group to get customer updates and identify and assign Action Points driven agenda to individual group members coming out of these Stand Up meetings.

- Hold individual group members accountable for the Ticket Queue Management responsibilities as well as speedy resolution of problems.

- Be a leader in initiating and maintaining an online Knowledge Base of customer issues in order to facilitate speedier resolution in future as well as share knowledge with other members of the team.

- Active involvement in the Management Reporting from the Group level to the senior management and the Software Delivery function.

- Coordinate ones activities with the Implementation Consulting, Software Development and Software Testing Group when it comes to bug fixes and release management.

- Responsible for Logging of Tickets by his Team. Taking Complete Ownership of the Tickets logged. Ensuring Resolution as per Defined SLA’s while maintaining the Quality of Resolution.

- Enjoy challenging work. Problems and questions are generally unique and different in every case. Repetitive problems are few. The successful candidate must be willing to engage in the investigation of the problem never giving up until it resolves.

- Works as a Support Queue Manager. Acquires fundamental knowledge of the Product Module being used by the Global Customer. Ensures that the maximum tickets are logged and resolved at his level. Does a complete Ticket Analysis prior to the Escalation for Immediate Closure.

- Works as an Account Manager. Takes complete Ownership of the outstanding issues of the Tickets logged for the Assigned Global Customer. Work Closely with the Implementation Consulting, Software Development, and Software Testing, Release Manager etc for successful, timely and quality resolution of the Logged Tickets.

- MIS Reporting Obligations: The job holder requires to do a regular and correct updating of the Ticket Tracker sent to the Management on the issues assigned. Interact with the Head of the Global Customer Support Group and other Stakeholder involved, pertaining to the progress of the reported escalations.

Experience & Key Skills:

- 3 to 6 yrs of relevant exp. in an IT Software company.

- Exp. in logging and resolving of the tickets with clients.

- Exp. on the spot troubleshooting

- Hands on exp. in SQL

- VB Macro Certified/ Word Macro Certified would be preferred

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.