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Customer Support Engineer
Customer Support EngineerPotentiam Ltd • Bengaluru, Republic Of India, IN
Customer Support Engineer

Customer Support Engineer

Potentiam Ltd • Bengaluru, Republic Of India, IN
3 days ago
Job description

Service Desk Analyst

Location : Bangalore (Hybrid Work Model)

Experience - 4+ Years

About the Role :

We are looking for a passionate and skilled Service Desk Analyst to join our growing tech team in Bangalore. You’ll work on cutting-edge technologies, solve real-world business challenges, and collaborate with talented professionals across global teams.

Key Responsibilities :

  • To provide a channel for users to request and receive standard services, via email, phone and self service, in all supported languages that you are competent in.
  • To maintain a high degree of customer service for all customer interactions and adhere to all service management principles working to the contractual SLAs.
  • To take ownership of user’s incidents and requests and be proactive when dealing with these.
  • Perform fixes within your skill level and if unable to resolve the issue escalate to other analysts as appropriate while maintaining overall ownership of the issue until its closure.
  • Chase other analysts / the customer for updates on open incidents / requests and regularly update the user on progress.

Requirements :

  • Experience in Service desk / Helpdesk
  • Experience in ITSM tools (ex - Freshdesk / Jira / HubSpot / Zendesk / ServiceNow / similar)
  • Experience in dealing with customer queries (ex - Ticketing systems / teams / Phone / Email)
  • Experience in platform (ex-Windows v2010 onwards)
  • Experience in remote control software (team view / Any desk / similar)
  • Experience in Application Support.
  • Proactive, positive, self-starter and team player with a skill of continually improving processes
  • Ability to work in a team-based, collaborative environment and a passion for contributing to the creation of a world class customer success function
  • Track record of working in a customer-facing environment
  • Ability to digest complex data and relay it to users in a manageable, clear and concise way

    • Good To have skills :

  • ITIL V3 experience
  • IOS Android experience
  • Compliance experience

    • What We Offer :

  • Comprehensive Health Insurance – your well-being matters as much as your work.
  • Referral Bonus Program – help us bring in top talent and get rewarded.
  • Performance-Based Bonus – your impact and achievements are recognized.
  • Flexible Working Options – hybrid to support your best work.

    • About Potentiam :

    Founded in 2016 , Potentiam helps global businesses scale efficiently through offshoring services , connecting them with top talent in technology, product development, and digital transformation. We are headquartered in the UK , with additional offices in Brazil, South Africa, Romania, and India (Bangalore & Hyderabad) . Join us to work on challenging projects in a collaborative, innovative environment where your ideas and skills make a difference.

    Feel free to reach out to us india.jobs@potentiam.co.uk and visit www.Potentiam.Co.Uk

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    Customer Support Engineer • Bengaluru, Republic Of India, IN