Job Overview
Monitor/Respond to Production Support tickets
Provide technical assistance and support for incoming concerns and issues related to the KAPTURE App and it’s usage
Document internal procedures and work through the problem-solving process with customers, empowering them to do the same in the future
Report significant and recurring issues to the L2 support team and raises JIRA tickets
Responsibilities and Duties
Monitor and respond quickly and effectively to requests/tickets received through the Freshdesk Helpdesk or through other emails coming from the Support Manager
Ensure that the Resolve Time for Tickets is kept at a minimum, with the First response going to the customer as per the SLAs.
Following to closure on issues raised, which does not limit to but includes:
1. Raising a BUG/CR and following up on the same on JIRA (Following the escalation matrix/Alerting on other Comm channels that include the relevant stakeholder is of paramount important when raising a P0 BUG)
2. Keeping a checklist/tracker for those BUGs/CRs and escalate them if they are close to missing their TATs based on the priority levels raised in the BUG/CR
3. Empower yourself with the workflow/logic/business demands of all the Clients that KAPTURE supports with a view to having comprehensive knowledge.
4. Pass on to L2/Customer Engineering teams all/necessary details that involves any specific or generic issue that needs to be immediately addressed or needs a L2 level debugging
Qualifications
· B.Com/B.Tech/M.Tech/BCA/MCA/Engg graduates with any technical courses completed/certified.
· Prefer candidates who have atleast 6 months of technical experience in a Helpdesk role managing support related queries
· Debugging ability, Customer Service oriented, Excellent oral/written communication skills, analytical skills
· Ownership towards the tasks at hand, chasing up for end-to-end completion.
· Any technical certification is preferable
· Strong working knowledge of MS Office
Competencies:
– Proficiency in English (oral and written), ability to comprehend email threads clearly and
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