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Support Consultant

Support Consultant

Open DestinationsGoa, IN
30+ days ago
Job description

Job Title : Support Consultant

Business Unit : Customer Services

Reporting To : Customer Support Manager

Location : Panaji, Goa – India

Job Type : Work from office

Shifts : Rotational Shifts (India, UK, US, and AU Shift)

Company Profile

Open Destinations Limited (ODL) is a leading technology provider exclusive to the travel industry, with 25 years’

real-world experience. Our team consists of 500+ travel tech experts, solving the biggest technological issues that

tour and rail operators face. 10,000 travel professionals use our technology every single day. They chose us because

our technology is richer, more complete and more customer-centric than any other in the marketplace.

Duties and Responsibilities

  • Provide On-Call, Email, Chat based support to ODL clients.
  • Troubleshoot Application issues reported by customers.
  • Ensure required action is taken for tickets based on appropriate SLA’s.
  • Self-supervised learning with research to solve various typical user queries.
  • Log and test all reported bugs, change requests and questions.
  • Communicate with the client any findings relating to the above.
  • Prioritize any bugs and questions in line with ODL support priorities.
  • Ensure the new issues in the Support Log are cleared daily.
  • Ensure the TL / Manager is informed of all details for any priority 1 issues.

Skills Required

  • 1.5 years’ experience in Customer Service Tech.
  • Understanding / Basic concepts of Microsoft Operating System, Fair knowledge of Applications like Microsoft
  • Office Suite, Browsers.
  • Ability to work in flexible shifts.
  • Good verbal and written communication skills.
  • Knowledge of principles and processes to provide customer services.
  • Meeting quality standards for services, and evaluation of customer satisfaction.
  • Proficiency with Computer Operating system and basic applications.
  • Strong organizational and interpersonal skills, with good detail orientation.
  • Confident and active enough to stir a group or team.
  • Knowledge of Database, XML, IIS, etc. fundamentals.
  • Basic understanding of SQL Query.
  • Basic knowledge of how-to RDP or remotely connect to client servers.
  • Troubleshooting and problem-solving skills are an added advantage.
  • Knowledge of OS and software installations and configurations.
  • Knowledge of the ticketing system and SLA metrics.

    • Qualifications Required

  • Minimum Graduation BCA / MCA / BE / BSC or any equivalent qualification.
  • Good communication skills (written & verbal) and ability to interact with overseas clients.