Currently we have an opening for HD specialist for our reputed client based in Pune.

Minimum educational qualification: BA/ BSC/ BCOM/ BCA

Minimum relevant yrs of experience:1 year

Job Description (in detail):
1) Should be able to understand customers message over phone and able to create case in APSS (Clarify system) (Like: Should note down clearly from phone site ID, customer contact name, phone number etc, problem description, severity)
2) Should be able to understand case severity and be able to push back un justified S1 & S2 severity to make it S3/ S4.
3) Should be able to create case in Clarify (APSS) based on e-mail information received from customer/ accounts.
4) Should be able dispatch case to right queue based on the product, competence & internal site assignment (DVCI/ Israel/ SJ/ UK).
5) Should be able to validate customer eligibility of support (by checking the APSS system).
6) Should intimate L2/ sales about customers logging cases with no valid contract.
7) Should be actively informing and involving L2 in case S1/ escalated case.
8) Work in shifts in 24x7 support environment
9) Should be able involve as per escalation matrix (On call manager/ SAM/ L2 on call/ L3 on call) for S1 case received during after business hours for billing.
10) Generate daily reports.
11) Do data clean up (APSS).
12) Access to contact details of L2 on call (billing) & CRM shift in-charge.
13) Releasing SP/ PB for different product lines

Required Skills/ Domain Knowledge
1) Excellent verbal & written communication skill - netral accent
2) Should have good telephone etiquette (Should have positive attitude to help customer over phone).
3) Should be able to understand North American & EMEA customers accent over phone.
4) Understand support maintenance agreement coverage (Enhanced etc. ) S1 24x7.
5) Update all the conversation with customer in APSS.
6) Knowledge of APSS methodology.
7) Knowledge of working in CRM system.

Work Location: Pune