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Associate-Support Engineer- C&C-TRS
2-4 years
Gurgaon / Gurugram
1 vacancy
Associate-Support Engineer- C&C-TRS
PwC
posted 3mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Actively managing the ticketing system and monitor the response and resolution SLAs for received tickets
- L1 ticket handling
- o Responding to the client tickets with acknowledgement
- o Conducting troubleshooting sessions with client
- o Sharing updates proactively
- o Resolution as per SLA
- o Closure of tickets as per SLA
- L2, L3 ticket handling
- o Responding to the client tickets with acknowledgement
- o Understanding and analyzing the problem
- o Troubleshooting on the application or in the backend database or coordinating with the application development team for the fix in the application
- o Communicating the timeline and resolution as per SLA
- o Closure of the ticket as per SLA
- Responding to client s training queries regarding application s functioning and usage
- Playing the role of first point of contact for the support desk and routing of tickets to various teams internally as applicable
- Managing the tickets from multiple clients and prioritizing tickets based on SLA, severity
- Receiving and acknowledging the feedback from clients and routing to various teams internally as applicable
- Timely reporting of ticket status to internal stakeholders
- Coordinating with other support team members for ensuring the timely resolution of tickets as a whole
- Maintaining support documentation proactively such as FAQ, manuals, support collaterals etc.
- Coordinating with application development team for following up on the L3 ticket deadlines and closure of tickets
- Coordinating with vendors for getting query resolutions as per SLA, where applicable
Employment Type: Full Time, Permanent
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Anonymous · It Support
in Hebbal
A better place to work and maintain good work left balance.
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PwC Benefits
Staff discounts Professional Memberships In-house learning tools Referral Bonuses Corporate Plan 
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