Role & Responsibilities:
As a part of Level 2 Support team, you will be responsible for supporting technical issues and queries raised by clients across the globe.
Troubleshoot and management of support incidents and application support.
The resolution of cases escalated from Service Desk Level 1.
Liaising with Customers to provide feedback on support incidents.
Close collaboration with Application/ Defect Management Team to identify issues that require code fixes.
Coaching and mentoring junior members of the support team.
Provide technical support to wide range of enterprise organizations, who are using Condeco to manage their resources.
Ensure customer delight by providing satisfactory response to customer interactions.
Manage Customer Interactions through Inbound/ out bound voice contact.
Analyze various reports to enhance team productivity.
Desired Education/ Skills and Experience:
BE/ B.Tech with minimum 1+ year TL experience in inbound and/ or outbound tech/ application support.
Sound knowledge of tech/ application support for wide range of enterprise organizations, who are using Condeco to manage their resources.
Fluency in English and Hind. Candidates with multilingual skills will have an added advantage.
Familiar with e-commerce application/ tech support process.
Passionate about reviewing application codes to identify defects and take preventive/ corrective actions.
Team player, self motivated and enjoys working in e-travel and hospitality industry.
Well versed with Excel, Power point in order to maintain reports.