• ISS Technical Support

Industry : IT
Location : Hyderabad
Experience Range : 2 - 5 Years
Qualification : (B.Tech)
Not active

Functional: IT Software - Application Programming / Maintenance
Job Description
About Us :
Since 1997, Magna Infotech has been a leading provider of Technology Staff Augmentation and Solutions in the Indian Subcontinent. The only staffing company with Industry-Focused Verticals, Magna provides its customers with a comprehensive Talent Management solution specific to an industry, geography or business purpose. Our 10,000+ associates are proficient in 500+ skill sets, across multiple industry sectors. They are ably supported by sophisticated internal tools, an industry-leading fulfilment engine and an unparalleled associate engagement and support framework. For associates and employees, we offer an enriching experience that promotes career growth and lifelong learning. With a customer base of 250+ companies, it’s our constant endeavour to be recognized as a “partner-of-choice".
About Company :
Roles and Responsibility :

·         Provide effective and timely resolution for all voice and non-voice interactions (phone, email, self-service tickets, chats and voicemail) with end users

·         Analyze and resolve incidents and service requests regarding use of application software or hardware

·         Document every incident and support request in the CRM tool and ensure the tickets are closed or escalated as appropriate

·         Should have basic knowledge about computer software and hardware

·         Should stay informed about ongoing issues/outages, changes in environment that are communicated via email and other channels regularly

·         Meet key performance indicators like Customer Satisfaction Survey scores, Contact Quality, First Call Resolution, schedule Adherence and participate in individual/group coaching sessions

·         Create a positive customer support experience and build strong relationships through deep problem understanding with a consummately professional attitude

·         Should be a self-motivated achiever who gains satisfaction from providing excellent customer service

·         Should be a quick learner and team player

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