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(Fre/Exp) "Infogain" Hiring: Software Engineer On May 2018 @ Noida



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Company:      Infogain

Website:         www.infogain.com

Eligibility:      Any Graduate

Experience:    Freshers / Experience

Location:        Noida

Job Role:       Software Engineer - Application Support

JOB SUMMARY:

Company profile :

A Silicon-Valley headquartered company, Infogain is a global business oriented IT consulting provider of front-end, customer-facing technologies, processes and applications, leading to a more efficient and streamlined customer experience. We want our clients’ interactions with their customers to be fast, efficient, and cost effective.

Job Description:
1. Agent logs, receives and tracks trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved/closed out within the ticketing system

2. Provides telephone support to end-users on hardware, software and other store system related issues

3. Provides first-level problem resolution on the telephone with users; and walks the user through a series of steps to determine issue; classifies level, priority and nature of problem

4. Opens, tracks, taking ownership of issues and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned

5. Works with Level 2 and other escalation points to resolve technical issues

6. Provides Remote Access Support through various VPN connections

7. Provides a high level of customer service in a fast-paced environment with phone calls, emails, and messaging

8. Follows up with existing tickets/inquiries, as appropriate

9. Accurately classifies and records details of inquiries into a web-based ticketing system

10. Effectively manages/prioritizes time to ensure that minimum Service Levels are met and/or exceeded.

Candidate Profile:
Must Have Skills:

1. Initiative to use available solution articles and resources to solve problems and take ownership of ticketed issues

2. Must be self-directed at troubleshooting issues; understand documented service levels and know when/who to escalate an issue to the next level of support

3. Ability to understand that users needs are just as important as uncovering the technical solution.

 













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