2 - 5 years

2 - 6 Lacs

Posted:-1 days ago| Platform: Naukri logo

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Job Type

Full Time

Job Description

Role Overview:

Key Responsibilities:

  • Level 1 and 2 support, including:
    • Handling ticket intake during US nighttime hours
    • Validating issues, and assigning appropriate severity and priority
    • Triage tickets to resolution and document steps taken to resolve issues or questions
    • Following the escalation process with the engineering team
    • Maintaining communication and updates to clients
    • Updating the ticket with any changes to the status, severity, or state of the ticket
    • Handing off tickets to US based counterparts
    • Weekly ticket refinement and clean-up
  • UAT and Regression testing
    • Testing new releases and updates to SaaS products
    • Validating use cases and reporting back to engineering
  • Providing weekly status reports weekly ticket summary, what happened, what are you working on, what are you blocked by, and what are you doing next

Qualifications and Skills:

  • 2-5 years of SaaS software support
  • English speak at high proficiency
  • Technical experience in managing Azure cloud deployments
  • Experience in python and java a plus

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