Product Support Executive Jobs in Mumbai - IVY Mobility Solutions

IVY Mobility Solutions - Job Details

Greetings from Ivy Mobility!!!

We are hiring freshers for our office in Mumbai Kanjur Marg location. Please find below JD.

Designation: Product Support Executive I
Job Location: Mumbai 

Job Description:

1. Primary work is to gather customers information and to determine the customer's issue by analyzing the symptoms and figuring out the underlying problem.

2. Handling of problems and troubleshoot the issues.

Responsibilities and Duties

• Receive inbound requests through channels like phone, web forms, email, chat, or other means based on the documented agreement with the Client.
• L1 support logs, categorizes, prioritizes, tracks, and routes (i) incidents reported by users or (ii) alarms raised by monitoring tools.
• L1 is intended to be the first to acknowledge an incident.
• L1 support tracks tickets until successfully resolved.
• Involve with 3rd party and resolve the issue if any (based on agreement) (Has to be modified based on the engagement)
• FAQ support
• Installation support
• Configuration control
• Solution from Knowledgebase
• Escalation to L2
• Monitoring of issues
• Update the status in CRM
• L1 personnel will typically escalate to an L2 resource and follow documented escalation.

Eligibility:

1. Fluency in English and Hindi is a must.

2.Should know the Basics of SQL/Oracle, Troubleshooting, Installation and Configuration.

3.Good Interpersonal Skills.

4.Good Communication Skills.

Shifts Timings 8 am till 5 pm and 11 am till 9 pm.

Weekly off will be provided on a Rotational basis    

About IVY Mobility Solutions