He / she will mainly be responsible for troubleshooting tasks arising from our clients post go live. Requests vary from tasks that can be solved quickly such as explaining how to properly use the software itself, to tasks such as modification of bugs.
If issues can be resolved at the initial stage, he / she will do so; if not, then escalation of the request to in house IT specialist team via ticketing system will be required.
Monitoring, and ensuring the swift closure of raised tickets will also part of the applicants responsibilities.
Generally, all requests from clients are made either via phone calls, emails, or internal tickets. Internal requests to in house IT specialist team should be raised in English as they are located in India or U.S.A .
In addition to the above mentioned daily operations, successful applicants will also responsible for weekly and monthly meetings to track the status of issues that have been raised, as well as the creation of monthly reports.
Depending on his / her experience, the job scope can be extended to such tasks as : expansion of the service desk team, organization building, etc.
Currently, the number of new tickets per day is not high, but each tickets tend to last for rather a long time. Ideally he / she can not only handle just a daily customer service and support desk, but can also plays a productive role to solve challenges and contribute to the improvement of our service.
Nice to have