Production Support Executive in Mumbai

Job Description

Key Responsibilities Help resolve technical questions for customers efficiently and effectively Manage customer expectations regarding estimated response times for issue resolution Collaborate with Technical Support team members to manage customer inquiries and escalate when appropriate Perform remote troubleshooting through diagnostic techniques and pertinent questions via phone, chat, and email Meet SLAs such as response and resolution times of tickets Identify and suggest possible improvements on procedures Track and update tickets logged with vendors Analyze vendor performance Ensure internal coordination for availability of PRD Desk Executives with 24 x 7 shift coverage, roster timing, and shift adherence Adhere to policies and procedures Categorize trouble tickets Coordinate timely with respective managers and engineers for ticket updates and closure within SLA Requirements Proven experience as a help desk technician or customer support role Good understanding of computer systems, servers, and other tech products Ability to diagnose and resolve basic technical issues Excellent communication skills Proficiency in English Customer-oriented and cool-tempered Good team player Proactive in learning and taking initiatives Excellent time management skills Ability to handle pressure and meet deadlines Knowledge of MS Office (Outlook, PPT, and Excel) Preferred candidates between Virar to Dadar Ability to work at client locations in Mumbai if required Shifts: 24X7 Shifts (Afternoon & Night shifts) Work offs: Rotational Any 2 days About Company: Epicenter is a 24-year-old technology & BPM organization, focused on process improvement, cost reduction, increasing revenue & superior customer experience. We work with Global Fortune 500 Companies across various industry sectors, helping them transform operations and drive better business outcomes through agility, innovative technology and operational excellence. Show more Show less