Monday, November 30, 2020

Technical Support Specialist - Troubleshooting (3-7 yrs) (HR Central)

Job Description :


- Provide technical and application support via phone as per the queues and customer needs.

- Understand the common problems faced with using the mobile Companion app and on-premise server to ensure accurate issue resolution to customers, backed with complete documentation.

- Understands basic issues related to the use and configuration of mobile apps, open protocols, APIs, servers, and enterprise/building system integrations to assist our customers and on site administrators solve problems

- Develop skills on problem analysis and resolving technical issues using it as learning while troubleshooting support cases real-time, including the correct use of knowledgebase articles.

- Contributes to new procedures and updates as needed.

- Works closely with Level 2 engineers to communicate and duplicate customer issues (in lab) and solve complex problems to provide customers with all-in-one support and solution experience.

- Adherence to specific day-to-day work instructions: case management in Salesforce, reporting, meeting the SLA's and FCR (First Call Resolution) targets specified by the Sr. Manager.

Female Preferred

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