Support Agent Job in Acz Global Pvt Ltd

Roles and Responsibilities

RESPONSIBILITIES

Helpdesk:

• Deal with all Level 1 queries for Canvas Client Portal within SLA, using Phones, Email and livechat
• Escalate level 2 issues to the next level with all relevant documentation and troubleshooting.
• Proactively identify ways to improve the operational support model and work with the lead to implement these.

Enrolment

• Adding users and companies related to EY Canvas Client Portal
• Thorough understanding of the Client Portal registration system and different logs that are captured

Skill set requirements:

• Excellent customer service skills
• Good communication skills with the ability to professionally communicate at all levels of the organization
• Excellent written and verbal communication
• Eye for detail and ability to apply knowledge gained when dealing with issues and communicating status clearly to the end user - not just scripted response
• Strong Analytical skills
• Strong troubleshooting skills
• Basic technical knowledge of internet and related systems
• Basic understanding of ticket documentation would be preferred