Application Tech Support Practitioner

Project Role :Application Tech Support Practitioner


Project Role Description :Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills :Service Desk Quality Management, Service Desk Voice Support

Good to have skills :NA
Minimum 1 year(s) of experience is required

Educational Qualification :a:Bachelors degree
Project Role :Application Tech Support Practitioner

Project Role Description :Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have Skills :Service Desk Quality Management, SSI:Service Desk Voice Support NON SSI:Good to Have Skills :SSI: NON SSI:Job Requirements :Key Responsibilities :Quality Analyst Proficiency requireda:Evaluate voice and non-voice interactions and provide constructive feedback to the agents b:Act as a subject matter expert for the line of business assigned c:Conduct call coaching sessions and drive continuous improvement on all process compliances and customer service skills d:Conduct RCA, monitor Survey results and recommend improvement to reduce AHT e:Generate reports specifically on the status of quality initiative implementation
Technical Experience :a:Good knowledge about ITSM lifecycle and ITIL frameworkb:Good knowledge about internal quality process.c:Knowledge about Calibrationd:Ability to provide effective feedback and coaching to improve individual and process level qualitye:Demonstrate flexibility to meet client requirementsf:One to three years of experienceg:Minimum one year of experience as a Quality Analyst
Professional Attributes :a:Excellent verbal and written communication skills with email etiquette and customer service skillsb:24x7 Support, mostly night shifts and rotation are ONLY as per project requirementc:5 days working per week with two weekly offs based on roster
Educational Qualification:a:Bachelors degreeAdditional Info :Excellent verbal and written communication skills with email etiquette and customer service skill
Qualificationa:Bachelors degree