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Orcapod Consulting Services
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IT Help Desk Analyst || Tl || Chennai || US Shift

IT Help Desk Analyst || Tl || Chennai || US Shift

Orcapod Consulting Services

9 - 13 years

5 - 11 Lacs

Chennai

Posted:3 weeks ago| Platform:

Apply

Skills Required

Team Handling IT Helpdesk Crm Application IT Help Desk Analyst Technical Voice Process Salesforce CRM Jira Tool projects management Technical Helpdesk Ticketing Tools TL Team Leading SLA Management International Voice Process CRM

Work Mode

Work from Office

Job Type

Full Time

Job Description

Technical

Shift Timing: 24/7

Location: Chennai

Role: Team Leader( Team handling experience is must)

Experience :8- 12yrs

Notice period 0 -60days

Job Description

8+ years of experience working in a
technical

customer support

Voice

process
including experience working directly with product and/or engineering teams.
Knowledge
of CRM application for case management. ServiceNow, Salesforce, Dynamics CRM application, JIRA or equivalent incident and projects management software
for creating/filtering tickets and managing user inquiries.
Demonstrate ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer.
Excellent writing and editing skills, and experience of presenting complex technical information in an easily comprehensible way for non-specialist readers.
Should possess excellent customer service skills
Ability to work in a demand-driven environment, motivated by a willingness to respond rapidly and effectively to the needs, prioritizing and managing multiple requests from different teams.
Fluency in English.
Excellent written and verbal communication abilities and high emotional intelligence including active listening, and effective response skills.
Familiarity with reporting and analysis, especially MS Excel
Meticulous attention to detail and a commitment to quality.
Experience 2+ handling team experience is must
Familiarity with Performance Management, Quality Management & TNI
Has performed Appraisal for employees
Ability to Lead

Good to have:

Knowledge on MS Cloud software bundle
Presentation & Training skills

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