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Infosource Consulting Pvt. Ltd. No 5 / 1, 5th Main, 10th Cross, Vasanthappa Block, Ganganagar, Bangalore - 560032., India
Job Detail
  • Industry:
    IT - Software
  • Total Positions:
    3
  • Job Type:
    Full Time
  • Salary:
    36000-40000
  • Job Location:
    BHUBANESWAR, India
  • Minimum Education:
    Does not matter
  • Minimum Experience:
    3 Years
  • Apply By:
    May 09, 2019
  • Job Posting Date:
    Jan 09, 2019
Job Description

You will perform ticket analysis, service interruption analysis, triaging of issues, follow- up with relevant teams for resolution. 

You will ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID) and run methods and procedures to provide resolution to known/ recurring issues. 

You will use your skills to effectively use the existing knowledge base and documentation for quick- win and first- level resolution.

You will perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs. 

You will ensure timely resolution or escalation within the agreed SLA. This includes creating a positive customer support experience and build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a professional attitude. 

You will update checklists for quality assurance and progress tracking following standard operating procedure.

You will ensure the seamless handover between shifts and monitor and publish the SLA achievement by keeping track of all KPIs.

You will ensure crystal clear communication and documentation as point of contact.

You will perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, bills, event records, screens, and so on). Report and properly document errors that are detected. 

You will perform basic software system operations, using the online screen, running maps and jobs, basic configuration/ installation, and taking backups.

You will work on fallouts from various applications, journalize manual billing requests, process payments, and customize miscellaneous activities. 

Skills Required

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Fossilace

Fossilace is a platform for job opportunities across verticals , across geographies and across experience levels .We offer HR and Recruitment Solutions besides training , employability solutions and also assist with our partners in providing accounting , payroll and start-up solutions. We work with a broad range of clients, from early-stage start-ups to large global organizations as well as highly respected Indian corporations in the Technology, Knowledge Services, Banking and Financial Services sectors in India. We are dynamically organized to provide qualitative and customized solutions according to the clients needs and requirement across this spectrum of clientele.