JCSS Consulting Pvt Ltd Looking for IT Support Technician at Pune, Maharashtra Full Time

Support Engineer needs to provide high-quality technical support for the Gainsight platform to users, and prospects across the Location through email, phone interactions, chats, desktop sharing with Users, and an incident tracking system. The fundamental goal of this position is to help our Users achieve success using our Gainsight platform. The job involves handling and resolving complex technical and functional queries from Users across the Location.

• Responsibilities:
• Help resolve software and technical questions for the Users efficiently and effectively
• Gather the required information necessary in order to best handle customer software and technical inquiries
• Manage User’s expectations regarding estimated response times for issue resolution.
• We are resolving the issues through Phone, chat, and email communication channels.
• Meet SLAs like response and resolution times by partnering within P1, P2, and P3 Support organizations.
• Extensively research and document User technical issues.
• Collaborate with Technical Support team members to properly manage User inquiries and escalate when appropriate.
• Partner with Technical Support team members on various strategic projects when needed
• Own User technical issues from initial report to resolution, communicating with User regularly regarding issue status.
• Run monitoring reports for usage, performance, and/or availability.
• Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.

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• What We’re Looking For
• Bachelor’s Degree or Diploma in Computer Science Engineering (or related technical discipline)
• 2-4 years of relevant experience in L1 technical customer support (voice and email), with a strong customer interaction experience
• Good debugging skills
• Passion to be a part of a hard-working and winning team
• Ability to multitask in a fast-paced environment
• Excellent ability to learn and articulate software-related and technical concepts
• Strong active listening skills and excellent written and oral communications skills
• Excellent Customer Service Orientation
• Strong attention to detail when communicating with customers (verbal & written)
• Ability to empathize with customers and convey confidence
• Expertise working with Microsoft Excel
• Strong documentation skills
• Working knowledge of Tally, Java, DSC related technologies

Job Types: Full-time, Regular / Permanent

Salary: Up to ₹250,000.00 per year

Benefits:

• Health insurance
• Life insurance
• Provident Fund

Schedule:

• Day shift
• Monday to Friday

COVID-19 considerations:
Vaccination mandatory

Experience:

• total work: 1 year (Preferred)

Language:

Application Deadline: 14/04/2022
Expected Start Date: 25/04/2022