Global Technical Support Specialist - 24/7 Operations
New
L
LitmosELearning Solutions
IndiaFull-TimeMiddle
Salary700000 - 900000 INR per year
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Job Details
- Languages
- English
- Experience
- At least 1 year
- Required Skills
- SQLHTMLCSSJavascriptjQuerySaaS
Requirements
- Engineering Bachelor’s degree or Masters in Science (Physics & Mathematics) or Bachelor’s degree in any discipline complemented by equivalent work experience.
- At least 1 year of experience in a customer support environment
- SaaS experience a plus
- Excellent English communication - writing and speaking skills.
- Ability to work effectively in a shift-based, global support environment.
- Working knowledge of HTML, CSS, JS (Vanilla or jQuery) and REST-based API.
- Working knowledge/hands-on experience on SSO and SAML concepts.
- Awareness about cloud system architecture and SaaS environment
- A good understanding of SQL.
- Experience with any of our Connected Apps is a plus.
- High attention to detail in identifying root-cause.
- Strong analytical & logical skills.
- Strong problem resolution, analysis and documentation skills.
- Outstanding ability to manage & prioritize own workload/tasks.
- Excellent communication, collaboration skills.
- Working knowledge of Service Management ticketing systems
Responsibilities
- Provide phone, email and chat assistance to customers, consultants and partners on the usage of Litmos products, as part of a global 24/7 support model.
- Analyze configurations, application and system log files to determine the cause of issue.
- Maintain accountability for an issue until the same is resolved.
- Provide a quick solution for already known & documented issues.
- Logically work through problems to determine their cause and how they can be resolved.
- Report errors/bugs to Development.
- Provide consulting for customers on procedural issues and queries.
- Work closely with peers globally to ensure issue resolution in line with SLAs.
- Proactively communicate client status, concerns and issues to appropriate management team
- Share knowledge & best practices with the team.
- Delivery of valuable content for Product Support Knowledge Base.
- Contribute to Technical Knowledge Database.
- Continually develop expertise on new releases and product as demanded by business environment.
- Give an accurate daily handover of all business-critical occurrences to peers in other locations across the globe.
- Participate in weekend support coverage as per roster planned globally.
- Work rotational shifts (morning, afternoon, or night) as part of a 24/7 support system.
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