AddressCompany Description
Tivona Global Technologies is a Chennai-based company that provides Cloud Computing, Application, and Infrastructure Modernization services.
Role Description
The ideal candidate will be responsible for configuring and troubleshooting our product to resolve our customers' technical issues. You will support the customer by acting as the liaison between the customer and other internal teams. Your ability to work in complex web application environment will also make you an ideal candidate.
Job Responsibilities
- Respond to issues/questions reported through Calls, Chats, Emails
- Ticket Creation/Validate/Troubleshoot/Escalate/Close within SLA
- Validate the issue to eliminate false alarms, misunderstanding
- Probe the customer for more information to have what we need to
- resolve the issue
- Educate customers on the new features available in the product
- Analyze and create a engineering Bug/Feature Request
- Escalate to next level/engineering team if required
- Keep the customer updated at regular interval on the case progress
- Keep respective internal stakeholders informed/looped
- Monitor case statuses and keep it up to date with information from
- customer and internal teams
- Assist with configuring user profiles, permissions, alerts, settings..etc
- Create KB articles on any gaps, new process
- Provide daily shift updates on summary of calls/emails/chat
Skill Set and Requirement
- Good Communication Skills(Written & Verbal) and Interpersonal skills
- Experience providing Product or Application Support to customers in the US Region
- Knowledge on any of the CRM Tools like JIRA, Salesforce, Zoho Helpdesk, Zen Desk etc
- Knowledge on Basic Linux, Networking, Any database or SAAS based Web Applications
- Strong troubleshooting skills
- Good knowledge on Customer/tech support processes
- Ability to work 24x7
Qualifications
- Must be based out of Chennai and have 1 to 3 years of experience in the area of Technical Support / Product Support or Application Support
Skills: Product Support, Basic Linux, Web Applications, Tech Support, Saas, Database, Troubleshooting, Application Support, Networking, CRM Tools, Customer Support
Experience: 1.00-3.00 Years
