Provides application and technical support through help desk, phone, email, and chat channels. Troubleshoots software, hardware, and system issues; trains users on ServiceChannel; documents resolutions; escalates complex problems to development or engineering teams; and maintains customer satisfaction and knowledge-base content.
Role Responsibilities
- Application/Technical Support: Respond to inbound support requests via help desk platforms (e.g., Zendesk), phone, email, or chat. Triage and prioritize assistance needed, and resolve issues related to software, hardware, or system usage.
- Training & Guidance: Provide baseline training and guidance to clients and providers on ServiceChannel applications
- Issue Identification & Escalation: Identify system issues, document and report them to the Development Team, and escalate unresolved or complex cases to higher-level support or engineering teams.
- Documentation: Maintain accurate records of support interactions, document solutions, and contribute to the knowledge base.
- Customer Satisfaction: Ensure client satisfaction by delivering prompt, professional, and effective support.
Skill and Qualification Requirements
- Technical Proficiency: Strong command of ServiceChannel applications, general IT troubleshooting, and familiarity with help desk platforms.
- Communication: Excellent verbal and written communication skills; able to explain technical concepts clearly to non-technical users.
- Problem-Solving: Analytical thinking and attention to detail; able to diagnose and resolve technical issues efficiently.
- Customer Service: Demonstrated ability to provide high-quality customer support and maintain professionalism under pressure.
- Teamwork: Ability to work independently and collaboratively within a team environment.
- Experience: Typically requires 1–2 years of experience in a customer service or technical support role, preferably in a call center or SaaS environment.
- Bachelors in Computer Science, IT, Computer Information Systems
Tools and Systems Used
- Slack
- JIRA
- Teams/Sharepoint
- Zendesk
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What you need to know about the Pune Tech Scene
Once a far-out concept, AI is now a tangible force reshaping industries and economies worldwide. While its adoption will automate some roles, AI has created more jobs than it has displaced, with an expected 97 million new roles to be created in the coming years. This is especially true in cities like Pune, which is emerging as a hub for companies eager to leverage this technology to develop solutions that simplify and improve lives in sectors such as education, healthcare, finance, e-commerce and more.
