Senior Technical Support Associate (Immediate Joiner)

We are hiring for a world leader in the entertainment industry and in the digital space! We are looking for bright, passionate and energetic individuals who want to be part of this elite team. This position offers a great career opportunity for successful candidates to be at the forefront of the digital space and to be working with a dynamic, exciting and innovative company and partner!

As a Senior Technical Support Associate, You Have:

• Must have 3 to 4 years of Technical support experience
• Bachelors in Computer Sciences, Mathematics/Statistics, Computer Applications or any Technical Graduation.
• Strong technical support experience and background with the ability to understand and diagnose issues with exceptional troubleshooting skills and strong communication skills. Data analysis experience preferred
• Excellent English communication skills both verbal and written communication. The ability to speak accurately, using proper grammar, and good enunciation and are able to communicate and engage in discourse fluently
• Experience in cross-functional stakeholder management and be able to take ownership and coordinate with multiple teams and create strong working relationships
• Ability and flexibility to work a variety of shifts including days, afternoons, evenings, weekends and holiday

As a Senior Technical Support Associate, You Will:

• 80% Incident management / 20% Voice
• Serve as lead researchers and investigators for the client and their customers
• Serve as a main point of contact for in depth technical and product-based questions, and escalations from Global Customer Support teams
• Must be able to investigate complex technical issues and make the appropriate recommendations to resolve these issues
• Skilled in data analytics to be able to see emerging patterns and trends and provide recommendations for product changes that can help with overall efficiency and address any issues noted
• Excellent communication skills both written and verbal
• May need to prepare knowledge base materials or even external facing articles on issues encountered to assist a global customer base

Education / Experience Requirements:

• Experience in gaming, Streaming service, and Technical Support will be preferred
• Experience with Google G Suite, JIRA, Confluence, Kibana, Tableau, Zendesk, SQL, or similar products is a must
• Excellent communication skills to interact with inter-department issues/resolutions
• UG: B.A in Any Specialization, B.Tech/B.E. in Any Specialization, B.B.A/ B.M.S in Any Specialization, B.Sc in Maths, Computers, Statistics, BCA in Computers
• PG: M.Tech in Any Specialization, M.Com in Any Specialization, MCA in Any Specialization, MS/M.Sc(Science) in Any Specialization, M.A in Any Specialization