Hello Everyone,

Greetings from IRIS..!

I am writing this job post to brief about the job opportunity with IRIS KPO Resourcing Pvt Ltd (IRIS Software Group) for Product Support Specialist - Technical Support ( SQL & Dot Net).

Please find the job description and specifications for your references,

please share your interest for the job opportunity with your updated resumes to [email protected]

- Candidates must have hands on experience on handling L2 technical tickets (SQL @ Dot Net)
- Candidates must have excellent communications
- Previous experience of working in a Service Desk/Helpdesk/ Support environment
- Problem solving.
- Critical thinking.
- Debugging/troubleshooting .net applications and web applications.
- Strong SQL knowledge.
- Coding experience would be desirable.

This Vacancy is not for freshers, in future if we have any other vacancy we will let you know.

Experience required: 2 to 5 Years.

No of positions: 5

Shift timings: 8 AM to 11 PM IST (Rotational Shift) No Night Shifts

Job Location: Remote

Designation : Customer Services Advisor / Associate

Main Responsibility:

- To ensure constant monitoring of the Service Desk logging system (Zendesk) ensuring all incidents and requests are resolved or triaged within SLAs and KPIs
- To ensure that the Service Desk logging system is kept up-to-date and accurate. To also ensure that all notes and associated information relating to calls are added to the system in an appropriate manner
- To utilise remote access technology,



knowledge sources and diagnostic tools to either resolve or triage tickets to other iSAMS teams or 3rd party suppliers
- To monitor call flow and to raise awareness to the relevant team(s) when required e.g. when there are high volumes
- To identify repetitive incidents to raise awareness to the relevant team(s) by supplying precise and accurate information.
- To provide support to Customer Support Analysts enabling quick and effective resolutions to problems whether that is through support, guidance, escalation or training
- Deal with non-technical How To type queries as required
- To assist in maintaining accurate information to reduce impact on the Service Desk such as technical information for support forums and bulletin boards.
- To accurately update any client information in the Service Desk logging system as necessary.
- To regularly audit the Service Desk logging system to ensure that tickets are effectively managed and to confirm that information held is accurate and relevant.
- To participate in team projects that enhances the quality and efficiency of the support service. To participate in continual development and learning activities within the team.




- To review internal procedures on a regular basis to ensure that they are up-to-date and accurate proposing alterations and changes where necessary.
- To maintain one or more information systems to ensure the highest quality and accuracy of data collation
- Training new and existing members of the iSAMS Team with the use of iSAMS as required
- Maintain a valuable understanding of iSAMS product and keep up to date with system developments
- Undertake any other reasonable tasks or projects which support iSAMS business needs and are within the post holders’ capabilities

Essential

Knowledge and experience

- Previous experience of working in a Service Desk/Helpdesk/ Support environment at 2nd line level including experience of managing incidents through to resolution or escalation and working within SLAs
- Experience of coding, preferably in classic ASP, ASP.NET (C#) or JavaScript
- Solid knowledge of SQL using MS SQL Management Studio
- Experience of debugging web-based applications
- Sound knowledge of IT systems, network configuration, major applications and desktop support
- Previous experience in a customer service role - experience of dealing directly with clients/customers
- Experience of using a call logging system
- Solid understanding incident management and ITIL principles

Experience of application support

- Experience in the education sector, ideally worked on an MIS product
- A good understanding of IIS and MS Reporting Services
- ITIL foundation qualification
- Service Desk qualification

Educated to degree level in Computing or Computer Science

📌 Application Support - Tecnical (SQL, .Net & Azure) (Tamil Nadu)
🏢 IRIS KPO Resourcing
📍 Tamil Nadu