Basic CRM Knowledge & Troubleshooting Ability to navigate ServiceTitan or similar CRM interface and assist users with common issues. Understand basic user management, role-based access control, and troubleshooting login or access problems. Assist with ticket resolution for ServiceTitan-related inquiries (will be trained), escalating complex issues to Level 2 support. User Account Management & Ticket Handling Process onboarding requests (creating accounts, assigning roles, setting up email, and providing system access). Handle termination tickets (disabling accounts, revoking access, and ensuring proper data security procedures). Ensure accurate documentation of all requests in the IT ticketing system. Basic IT Support & Troubleshooting Assist with password resets, MFA setup, and common software/hardware issues. Support end-users with basic troubleshooting for email, VPN, and common SaaS applications. Follow IT support runbooks and escalation procedures for unresolved issues. Strong Communication & Customer Service Skills Provide clear, professional, and empathetic support to employees. Ability to explain technical solutions in simple terms to non-technical users. Maintain a high first-call resolution rate and document solutions for future reference. Attention to Detail & Compliance Awareness Ensure proper security protocols are followed during account creation and termination. Maintain compliance with IT policies, data privacy regulations, and security best practices. Verify access requests align with company policies and approval workflows before granting access. Show more Show less

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EXL

www.exlservice.com

Business Process Management / Analytics

New York

20,000+ Employees

1140 Jobs

Key People

Rohit Kapoor

Vice Chairman & CEO
Jasvinder Singh

President
Vikas Bhalla

Chief Financial Officer
Lanny Cohen

Chief Operating Officer
Ravi Kumar

Senior Vice President

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