Trainee - Mumbai - Datamatics Uk Limited - 0

• The Technical Support role is to ensure proper operations for the end users. This includes receiving, prioritizing, documenting and actively resolving end user help requests.

Key Responsibilities

• 1. Provide support to internal/external customers
• 2. Taking ownership of customer issues reported and seeing problems through to resolution
• 3. Regular client communication via ticketing system
• 4. Should know about the SLA and its criticality
• 5. Provide timely responses and resolutions as per the SLA
• 6. Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• 7. Organize, schedule and liaise with the Development and QA teams
• 8. Prioritize work based on client and business needs
• 9. Document and maintain records of customer interactions, transactions, comments and complaints
• 10. Maintain good product understanding to resolve customer queries
• 11. Extraordinary customer service and relationship management