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Job Description: L2 Support

Job Location – Noida /work from Office/ Night Shift

Candidate Location – Noida

Responsibilities: Agent receives and tracks trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved/closed out within the SLA s in the ticketing system. Provides telephone support to end-users on hardware, XStore , ORPOS software and other store system related issues. Tracks, takes ownership of issues, Resolves issues and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned. Works with Level 3 and other escalation points to resolve technical issues. Provides Remote Access Support through various VPN connections. Provides a high level of customer service in a fast-paced environment with phone calls, emails, and messaging. Follows up with existing tickets/inquiries, as appropriate. Accurately classifies and records details of inquiries into a web-based ticketing system. Effectively manages/prioritizes time to ensure that minimum Service Levels are met and/or exceeded.

Must Have:

·       Strong team player Excellent written and verbal communication skills.

·       The ability to learn quickly and independently.

·       Be passionate about helping people and resolving issues.

·       Initiative to use available solution articles and resources to solve problems and take ownership of ticketed issues.

·       Must be self-directed at troubleshooting issues; understand documented service levels and know when/who to escalate an issue to the next level of support.

·       Strong interpersonal skills are required. Ability to understand that user s needs are just as important as uncovering the technical solution.

·       Strong attention to detail, organizational skills and ability to follow-through.

Required Skills:

·       Minimum of 3 years’ experience in a customer/user support role.

·       Troubleshooting skills required.

·       Strong interpersonal communication and customer service skills

·       Ability to quickly learn business applications and apply this knowledge to assist end users.

·       Proficient in Windows 7 and use of the Internet.

·       Must have the ability to multi-task and work well in a fast-paced team environment.

·       Must have strong analytical and problem-solving skills.

·       Ability to maintain a friendly, upbeat and positive attitude.

Good to Have :

·       Minimum 2 years knowledge of Retail POS systems on Micros Xstore , at least version 7 of Xstore. Knowledge in SQL server 2012 or 2016 and database s Knowledge of Xstore functionality and structure Strong customer service, verbal and written communication skills required.

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