• Support Engineer

Industry Communications, Media & Technology (CMT)
Location Karnataka Bengaluru
Experience Range 1 - 3 Years
Open

Job Description
About Us
Ness is a global leader in digital transformation, we are a full lifecycle digital engineering firm offering digital advisory through scaled engineering services. With 20+ years of specialization in product and platform engineering, we design, build, & integrate digital platforms and enterprise software that help organizations to engage with customers, differentiate their brands, and drive profitable growth for them. Our experienced designers, software engineers, data experts, and business consultants, partner with clients to develop roadmaps that identify ongoing opportunities to increase the value of their digital solutions and enterprise systems. The exciting work happens through 11 innovation hubs with 4000+ Nessians located across the globe.
Roles and Responsibility
  1. L1 Support

Responsible for monitoring incidents as they arise via various support channels and providing first response troubleshooting and assistance. Manage tickets to ensure SLA compliance. They will assist the clients from issue initiation through resolution or escalation.

  1. Take incoming phone calls from end-users
  2. When taking phone calls
    1. Validate and clarify the issue reported
    2. Answer how-to questions
    3. Fix end-user issues that are resolvable through the user interface
    4. Replicate, troubleshoot, and describe simple bugs
    5. Keep thorough, clear, and complete records in the ticketing system of all actions taken
    6. Escalate call tickets not resolvable at the L1 level to the L2/L3 Support team
    7. Direct users to the correct helpdesk in instances where we cannot accommodate their request
    8. Be friendly, efficient, and dependable, and always provide timely updates to users
    9. Perform other duties as assigned by supervisor
    10. Help resolve software and technical questions for the customer efficiently and effectively
    11. Gather the required information necessary in order to best handle customer software and technical inquiries
    12. Manage customer expectations regarding estimated response times for issue resolution.
    13. Resolving the issues through Phone, chat and email communication channels.
    14. Meet SLAs like response and resolution times by partnering within Support organizations.
    15. Extensively research and document customer technical issues.
    16. Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate.
    17. Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
    18. Run monitoring reports for usage, performance, and/or availability.
    19. Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.

 

Desired Skills
  1. L1 Support

Responsible for monitoring incidents as they arise via various support channels and providing first response troubleshooting and assistance. Manage tickets to ensure SLA compliance. They will assist the clients from issue initiation through resolution or escalation

 

Recruiter Name Divyashree
Recruiter Email Id Divyashree.Basavaraju2@ness.com
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