Should have excellent written/ verbal communication skills (English business communication).
High typing speed.
Good technical knowledge of MS Office (2007-2013), all current browsers, basic networking concepts, and proficiency with MS/iOS Operating Systems.
Should have excellent problem solving capability and technical aptitude to resolve incidents.
Should have worked on Service Now on latest assignment.
Eye for detail and business acumen.
Comprehend the issue, search on Knowledge Management Tool and communicate/narrate effectively.
Customer service skills, high energy levels and meet customer defined levels of Quality in Operations.
Good knowledge of Incident & Request Management should be possessing ITIL Know how.
Flexible with 24X5 mode of Operations.
As part of the team, candidate will be required to-
Answer Calls and Emails handle queries related to applications, account administration, adhere to SOP and triage with L-2 Team.
Document & add new issues/solutions to Knowledge Management Repository.
Use of soft skills - Listen, Empathy, Courtesy etc.
Utilize professional techniques to retain & delight customers.
Provide quality service & resolve concerns efficiently & professionally.
Above all take full ownership of the Incident from creation to closure.
Basic understanding of Networking.
Hands on knowledge of all popular browsers and their current versions.
MS Office: 2007-2013 (Outlook/ PowerPoint/ Excel/ Word must)
Technical acumen & aptitude.