Etouch Mobile Pvt. Ltd. jobs - Customer Support

Duties and Responsibilities 

Live monitoring of remotely installed application systems Serve as primary responder for all customer related issues and requests monitoring the progress of events and acting as a single point of contact for customers and partners Work with technical teams and thirdparty providers to resolve issues within specific service level agreement times Analyze data and trends from various sources Implement changes to the administration system following detailed data analysis Produce maintain and update internal reports as required Developing processes and identifying opportunities for efficiency and automation Gathering and analysis of market intelligence Interact directly with clients and provide the necessary support What we are looking for Ability to work on a 24 7 shift basis in a Service Management Centre Ability to excel in a teamoriented environment Strong analytical and detailoriented aptitude with a high degree of accuracy Excellent organizational skills Ability to manage time effectively set priorities and meet deadlines Ability to learn and adapt to change Reactivity ability to understand problems and situations and to draw out logical conclusions Adaptability and desire to learn new products and technologies Qualifications and occupational experience Preferable education Bachelor or Diploma in IT Comp Science BCA or equivalent Good MS Office skills especially with MS Excel Familiarity with ITIL v3 v4 and or ITSM best practices Basic understanding of GSM technology Basic understanding of Networking in a telecommunications environment will be an asset Excellent communication skills in English are mandatory both written and verbal 1 3 years of previous experience working in a Service Management Centre Service Desk Technical Support Support Analyst is a must