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Customer Support Rep-IC2

Customer Support Rep-IC2

Trigent Software Private LimitedHyderabad, AP, India
1 day ago
Job type
  • Quick Apply
Job description

Job Title : Customer Support Rep-IC2

Location : Hyderabad, Telangana Key Responsibilities :

  • Perform initial triage of customer cases with documented solutions and / or workarounds, answering support queries via phone or ServiceNow CRM in a timely efficient manner.
  • You will be escalating to internal or external support resources and Subject Matter Experts when necessary.
  • You will be supporting users in the use of the ServiceNow platform by providing necessary advice and / or walk-through.
  • Identify self-service documentation gaps and create Knowledge Base Articles to help the customer.
  • You will provide support for customers by managing multiple cases daily.
  • You will assist peers with their cases.
  • You will participate in User Acceptance Testing (UAT).

Preferred Skills (Great to have)

  • Any IT or Engineering graduates from a recognized university.
  • Technical background and an ability to learn and absorb technology quickly.
  • Great written and verbal communication skills
  • Prior experience working in a helpdesk environment over phone, using technical skills to resolve end user issues on a first call resolution basis.
  • The ability to communicate effectively with people at all levels.
  • The ability to have difficult conversations with customers.
  • The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
  • Basic understanding of ITIL Skills and business processes.
  • 3 - 5 years working within an IT environment
  • The ability to work as part of a team and on their own initiative.
  • You should be willing to work on rotational basis for weekend shifts, holidays and / or on-call as needed.

    • Desired requirements

  • A good understanding of the ServiceNow platform is an advantage
  • Experience with using and troubleshooting SaaS applications.
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    Customer Support • Hyderabad, AP, India

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