L2 Technical Support

Job Description:

Job purpose
• Help Customers with all Tech challenges faced while using the Product.
• Responsible to get the issues raised addressed to the core and Customers can be sent
out Campaigns successfully, Access Report without any challenges.
• Educating Customers to ensure comfort in the usage of Product/Utility Duties and
responsibilities.
Duties and Responsibilities:
The primary responsibilities will involve.
• Focus approach to resolve Tech challenges faced by the Customer by Understanding
& responding to Customer queries/issues over, chat or email/ticketing system.
• Provide product training/demos to the Customers.
• Execute campaigns on behalf of our customers.
• Setup necessary configurations for our customers so that they use our product.
• Analyse and identify process changes or product enhancements required & suggest if
any.
• Monitor internal alerts and raise alarms for critical issues.
• Be available at flexible shift timings for best Customer experience.
Qualifications include:
• Education Graduation from a recognized university in any stream, IT stream will have
priority.
• Specialized Knowledge Good to have knowledge of Linux.
• Good knowledge about DNS.
• Good Knowledge about Networking and Protocol.
• Good Knowledge about the Mailing concept.
• Linux Trouble Shooting skills.
• Knowledge of JIRA, RestAPI,Zendesk,Freshdesk.
Skills:
The candidate should have excellent spoken and written communication skills along with
listening skills.
Microsoft Excel/ OpenOffice Calc, PowerPoint knowledge to draft and share reports.
Apart from above skills:
• Warmth: Simple human kindness.
• Empathy: ability to sense what a customer needs or wants.
• Teamwork: An inclination toward ‘‘Let’s work together to make this happen’’
• Conscientiousness: Detail orientation, including an ability and willingness to follow
through to completion
• Optimism: The ability to bounce back and to not internalize challenges.
• Enthusiasm, readiness to learn and grow as a person
• Analytical and problem-solving skills