ABS Consulting Looking for Technical Support / Sr.Technical Support at Pune, Maharashtra Full Time

Knowledge, Skills and Abilities Required :
Ability to deal with difficult callers

Able to understand client problems from a technical perspective

Ability to write basic SQL queries to fetch or update data

Basic understanding of Java programing language is desirable

In-depth understanding of the functional aspect of customer products

Good interpersonal and customer care skills

Good communication skills and fluency in English

Knowledge of customer support portal

Basic understanding of working in a cloud environment

Should be conversant with remote sessions (GTM, TeamViewer, AnyDesk, VPN, RDP etc.)

Job Duties/Roles :
Ask customers targeted questions to quickly understand the root of the problem

Track product issues through to resolution, within agreed time limits

Utilize CRM to track tickets

Follows up with customers to receive their input regarding pending tickets

As a part of the Extended Support for specific contracted customers, monitor certain activities and raise alerts if an issue is observed

Send periodic reports to customers with updates on day to day work regarding tickets

Work may be outside of normal working hours in order to coincide with customer time zones

Properly escalate unresolved issues to appropriate internal teams (eg.senior support team members, software developers)

Provide prompt and accurate feedback to customers

Ensure all issues are properly logged

Maintain good relationships with clients

Working knowledge of the ABS Health, Safety, Quality and Environmental Management Systems.

Education

• Degree in Computer Science or equivalent.