HireRight Looking for Lead, Sr Technical Support Analyst India at Bengaluru, Karnataka Full Time

Overview:
This role will diagnose, triage and escalate reported issues to appropriate teams utilizing in-depth product knowledge. The role will facilitate the resolution for business impacting incidents and service requests, while keeping customer satisfaction as the primary goal. This role will lead team members to successfully accomplish tasks.

Responsibilities:
Responsibilities

Monitor HireRight proprietary production systems, platforms and processes and use tools to troubleshoot and isolate issues

Monitor event processes, message queues and workflow processing software involving web

Enter new trouble tickets, escalate existing tickets and keep users informed of status.

Ensure documentation of tickets as they are created are up to the standard of HireRight Technology Solutions Center.

Keep procedures and troubleshooting links and tools up to date.

Create site availability reports for customer SLAs and KPIs.

Troubleshoot, manage and resolve production systems, platforms and processes.

Identify network, system and service issues separately from software source code errors.

Utilize check lists, uptime report, and event root cause investigation as necessary.

Work with level 2 and 3 Technical Solutions Center staff and development team to troubleshoot issues, document software issues, application and system issues

Support all HireRight custom product/processes and software

Communicate with internal users, Technical Client Advocates and Technical support concerning case status, prioritization, and resolution plans

Ensure software problems are effectively managed and communicated to resolution

Keep current the status/resolution plan for critical issues and communicate to proper stakeholders (e.g. Technical Client Advocates, Customer Service).

Keep track of other team members workload.

Weekly one on one meetings with team members.

Provide feedback and metrics to management.

Qualifications:
Education

High School diploma or GED required

Technical degree in computer science/IS and operations or equivalent work experience preferred

About you

Fluent in English

Minimum of 4 years’ experience in technical or application support roles.

Previous leadership experience

Familiarity with product / technologies / troubleshooting preferred

Must have previous experience in general technology support (hardware, software, diagnostic process)

Experience in Tableau (desired skill)

Ability to work different shifts (24/7)