Support Specialist Job in Acz Global Pvt Ltd

Roles and Responsibilities

• DESCRIPTION:

  This role provides level 2 support for Canvas Client Portal. The role will handle escalated queries through ServiceNow and email. The agent is also expected to contact clients via call and have screen share sessions if engagement teams confirm. This agent will be required to gain in-depth knowledge of Canvas Client Portal and should also be able to troubleshoot technical issues.

  Responsibilities

  ServiceNow:

  • Review requests received via ServiceNow
  • Maintain the SLA on all tickets assigned to the queue
  • Ensure clear documentation of tickets
  • Maintain good quality on tickets
  • Identify instances when the issue should be escalated to Level 3
  • Follow-up on pending tickets and maintain 3-strike policy on all pending tickets
  • Ability to pull up reports within ServiceNow
  • Liaise with L3 team to take the ticket through resolution

  Email

  • Well versed with communicating with clients via email when required
  • Monitor the mailbox and provide timely responses within SLA

  Call:

  • Schedule calls with clients when required and interact with clients directly to resolve issues faster

  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
  • Good technical knowledge of internet and understanding of scripts/ codes within the system
  • Good understanding of ticket documentation and ServiceNow would be preferred
  • Good verbal communication skills to communicate with the client via phone when there is a need to connect with the client to troubleshoot issues
  • Understanding of Azure AD and Azure application functionality will be an added advantage