Home
Communities
Companies
- Companies
  
  Discover best places to work
- Compare Companies
  
  Compare & find best workplace
- Add Office Photos
  
  Bring your workplace to life
- Add Company Benefits
  
  Highlight your company's perks
Reviews
- Company reviews
  
  Read reviews for 6L+ companies
- Write a review
  
  Rate your former or current company
Salaries
- Browse salaries
  
  Discover salaries for 6L+ companies
- Salary calculator
  
  Calculate your take home salary
- Are you paid fairly?
  
  Check your market value
- Share your salary
  
  Help other jobseekers
- Gratuity calculator
  
  Check your gratuity amount
- HRA calculator
  
  Check how much of your HRA is tax-free
- Salary hike calculator
  
  Check your salary hike
Interviews
- Company interviews
  
  Read interviews for 40K+ companies
- Campus placements
  
  Interviews questions for 2K+ colleges
- Share interview questions
  
  Contribute your interview questions
Jobs
Awards

WINNERS AWAITED!
- ABECA 2025
  
  WINNERS AWAITED!
  
  AmbitionBox Employee Choice Awards - 4th Edition
- ABECA 2024
  
  AmbitionBox Employee Choice Awards - 3rd Edition
- AmbitionBox Best Places to Work 2022
  
  2nd Edition
- AmbitionBox Best Places to Work 2021
  
  1st Edition

Add office photos

Premium Employer

Advanced Computer Software Group

Compare

3.6

based on 119 Reviews

8 Advanced Computer Software Group Jobs

Support Associate

Advanced Computer Software

3.6

based on 119 Reviews

0-2 years

Bangalore / Bengaluru

1 vacancy

Support Associate

Advanced Computer Software Group

posted 6d ago

Job Role Insights

Flexible timing

Key skills for the job

Customer Support Incident Management Air Ticketing Change Management Continuous Improvement Process Improvement

+ 2 more

Job Description

Job Title: Support Engineer

We are looking for an experienced Support Engineer to join our team . This is a performance-based role where success is measured by your ability to deliver exceptional customer support, resolve technical issues efficiently, and meet agreed-upon Service Level Agreements (SLAs). If you are passionate about delivering high-quality support and continuously improving customer satisfaction, we want to hear from you.

What You Will Do

What You Will Achieve:

Resolution of Technical Issues: You will resolve technical issues raised by customers and their end-users, ensuring 100% issue resolution within agreed timelines, with minimal escalation. Success will be measured by your ability to efficiently troubleshoot and close tickets in line with SLAs.
Ticket Ownership & Escalation Management: You will maintain full ownership of tickets from start to finish. Your goal is to ensure all tickets are resolved promptly, or escalated appropriately when required, with detailed follow-ups. Performance will be measured by the time to resolution and customer satisfaction scores.
Process Improvement: You will continuously update and improve support documentation such as training materials, runbooks, and knowledge base articles, helping reduce the resolution time for future incidents. Success will be measured by the improved efficiency of the team in resolving recurring issues.
Customer Satisfaction: You will ensure customers are highly satisfied by providing clear communication and timely resolution of their issues. Performance will be evaluated based on customer feedback and Net Promoter Scores (NPS).
Collaboration & Communication: You will work closely with the technical team, sharing insights on recurring issues and providing input for service improvements. Your performance will be measured by the level of collaboration with internal teams to improve overall service quality.

What You Will Have

Required Skills & Experience:

Technical Troubleshooting: Proven ability to diagnose and resolve technical issues using a logical, structured approach.
ITSM Knowledge: Strong understanding of IT Service Management (ITSM) practices, incident management, and change management processes.
Enterprise IT Systems: Proficient knowledge of enterprise-level IT systems and services, including operating systems, networks, and enterprise applications.
Effective Problem-Solving: Ability to identify root causes and implement efficient solutions in a timely manner.
Communication: Excellent oral and written communication skills, able to communicate clearly with customers and internal teams.
Organizational Skills: Ability to prioritize tasks effectively in a fast-paced, high-pressure environment.
Technical Tools Experience: Experience using Microsoft Windows and the Microsoft Office Suite. Familiarity with ticketing systems and ITSM platforms is a plus.
Self-Management & Continuous Improvement: Ability to manage your own workload, stay organized, and prioritize tasks effectively. A proactive approach to continuous self-development and learning.

What Success Looks Like in This Role:

First Contact Resolution: Achieving a high percentage of first-contact resolutions while minimizing the need for escalation.
Timely Resolution: Consistently meeting or exceeding SLAs for ticket resolution, ensuring minimal downtime for customers.
Customer Retention & Satisfaction: Demonstrating high levels of customer satisfaction and contributing to customer retention through exceptional support.
Collaboration: Working proactively with other teams to improve the overall support experience, and contributing to a culture of continuous improvement.

What We Do For You

Generous Annual Leave 20 days, plus public holidays, with the possibility to buy additional days
Life Insurance 3x times annual salary
to the latest technologies

OneAdvanced is one UKs largest providers of business software and services serving 20,000+ global customers with an annual turnover of 330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UKs most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.

To learn more about working at OneAdvanced please click here

Employment Type: Full Time, Permanent

Read full job description

Prepare for Support Associate roles with real interview advice