GEP - Team Lead - Customer Support/Application Support (6-11 yrs)
Develop a sound understanding of the organizational policies, procedures and eProcurement tools and implement it on a day to day basis
- Provide technical assistance via phone, email and webex to clients, across the globe for eProcurement tools
- Proactively communicate issue status in a timely way to the clients and the management
- Take ownership of issues until they are successfully resolved. Ensuring the timely resolution to meet our - Service Level Objectives- (SLOs)
- Making outbound calls to clients if process demands so
- Efficiently and concisely document support calls/email support inquiries and resolution into the company's tracking system, practicing ITIL concepts
- Filing - Solutions- and - Problem Reports-
- Co-ordinating with various concerned departments to ensure the dynamic fixture of bugs and issues Analysis of issues, collecting of right information
- Willingness to learn
- Perform special projects as and when requested by the Manager
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