Executive LMS Support (International Technical Support)

Niit Learning Systems

2 - 5 years

3 - 5 Lacs

gurugram

Posted:19 hours ago| Platform:

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Skills Required

technical support international technical support technical voice process troubleshooting l1 support ticketing tools technical helpdesk service desk technical process l2 support international voice process

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responsibilites:

Solve technical issues for customers on SAP Learning, the Training Shop and the CertificationHub
Communicate clearly, professionally and proactively with customers via ticketing channel
Manage customer escalations
Collaborate with fellow service & support colleagues and other internal organizations globally to provide superior customer service
Take ownership of technical issues and drive to resolution
Continuously improve service and support processes to increase efficiency
Drive and manage projects with other support colleagues
Create root cause analysis of reported incidents for our stakeholders
Run reports on learning usage triggered through customer service requests
Deliver on-demand reports to our customers based on their individual needs
Provide qualitative feedback to (technical) product management for improvements of platforms, tools & processes
Ensure GDPR compliance for global operations processes

Perks:

5 days working from Office, Gurgaon
Cabs facility both side for hiring zone areas.
Rotational Shift including night shift.

Desired Candidate Profile:

2-4 years of experience in BPO/Call Centre environment with a focus on international voice processes (blended).
Bachelor's degree in Any Technical Specialization (BCA/B.Tech/B.E.).
Professional experience in customer engagement
Experience in escalation management
Strong communication skills with excellent verbal and written English proficiency.
Ability to work rotational shifts including night shifts.

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