We are looking for L1 Support Engineer (Associate) with skills Service Desk Agent, Servicenow, Managed Services-L1 Support, Cloud Fundamentals for location Bangalore, India
Candidate must have 2+ years prior experience in a technical support role
Proficient in Microsoft Office suite
Salesforce experience preferred
Prior CRM experience preferred
Strong attention to detail and time management
Strong oral and written communication skills
Strong customer service and conflict resolution skills
Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
Associate’s degree or equivalent work experience.
Job Responsibility
Answers, evaluates and prioritizes incoming telephone, email and chat-based requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
Recognizes problems, conducts research, provides resolutions, and follows up with customers as needed, escalating more complex cases to the appropriate team
Logs and tracks calls using a problem management database and maintains history records and related problem documentation
Prepares standard statistical reports, such as help desk incident reports
Consult with programmers to explain software errors or to recommend changes to programs
May test software and hardware to evaluate the ease of use and whether the product will aid the user in performing work.
Company Profile
A Silicon-Valley headquartered company, Infogain is a global business oriented IT consulting provider of front-end, customer-facing technologies, processes and applications, leading to a more efficient and streamlined customer experience. We want our clients interactions with their customers to be fast, efficient, and cost effective. With close to 4,000 employees in the United States, India, the Middle East, U.K., Singapore and Malaysia, we service 5 of the world`s largest 50 companies, and 24 of the Fortune 500. we have million-dollar engagements with over 25 customers, many of which have been with us for 5 years or more.
At Infogain, we place a high value on establishing long-term relationships with our clients, ultimately becoming virtual extensions of their organizations. In fact, more than 90% of our medium and large deal size clients from five years ago remain clients today. Why? Our consultants, project managers and engineering teams listen and address our clients specific requirements with best-in-class solutions across a broad spectrum of service areas. Infogain is an Oracle Knowledge Management Expert, having the world s largest practice to improve customer support operations and boost satisfaction in High Tech, Insurance, Travel & Hospitality and Retail.
