aNumak & Company Looking for 3A– Agent L1.5 Helpdesk at Bengaluru, Karnataka Full Time

3A– Agent L1.5 helpdesk

Role Designation

Senior Technical Executive

Position Summary

• Execute transactions as per prescribed guidelines and timelines. Follow predefined procedures with the objective to meet performance parameters.

Required skillset

Communication and Customer Service Skills

• Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
• Display Ownership and accountability

o Quickly build trust and confidence with customer

o Own and resolve customer issues efficiently, effectively and empathetically

• Excellent comprehension and articulation skills
• Excellent communication skills verbal and written
• Demonstrate positive attitude

o Willingness to learn and open to feedback

o Helpful

o Patience and perseverance

Analytical and Problem solving skills

• Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues, to resolve customer issues
• Problem solving skills and quick thinking to own & resolve customers’ issues independently, thoroughly & efficiently
• Able to identify sales opportunities and upselling

Time Management Skills

• Being proactive and show the utmost respect for customer’s time
• Good time management, ensuring all contacts with customers add value
• Ability to Multitask

Computer skills

• General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc
• Knowledge on basic concepts of networking.
• Working knowledge of MS Office

Mandatory requirement for experienced candidates:

• Technical knowledge/expertise to support technical help related queries and trouble shooting.
• Technical/troubleshooting knowledge of application support (SAP, SQL, ERP)
• Should be process oriented, have knowledge of ITIL framework, metrics, and experience in production support
• Minimum 2 + year experience in a L1 desk / tech support process providing remote support for Network Issues / Open Text / CRM support /HRC /DocuSign / Payroll app support, etc.

Additional Desired Experience and skill set for ESD:

• Knowledge of S&P Domain, Applications
• Knowledge of S2P, O2C Domain, Applications
• Knowledge of SAP ECC. SAP SD or MM
• SAP SRM
• Ariba network

Job duties and responsibilities

• Effectively resolve L1 helpdesk queries as per deliverables outlined
• Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format
• Execute transactions as per prescribed guidelines and timelines
• Ensure that performance parameters are met to meet SLA targets
• Ensure customer/user confidentiality and data protection at all times

Education and other requirement

• Graduation/ Engineering Graduate/ B.Sc. (Computer Science) or any technical degree/diploma required.
• 3A – Experience >18 months
• Willingness to work in rotational shifts/Night Shifts