An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives. Come join the excellence
Overview
The Customer Support area is responsible for assisting customers by providing information about products and/or services, answering questions, and resolving problems and issues. Additionally, this position will be responsible for responding to alerts from servers, applications, and network and assigning to appropriate support personnel.
Responsibilities
- The Service Desk and Network Operations Team is 24x7x365 in support of internal and external customers. The position’s schedule is Tuesday through Saturday, 11:00 PM to 8AM US Eastern Time (assumes one hour of breaks and eight hours of working time). Please note that the position requires work on India and USA holidays.
- Excellent work ethic, time management, and strong customer focus are key skills required to perform this function successfully.
- Monitor and respond to multiple channels of customer communication including chat, email, and phone.
- Accurately entering/updating tickets into a ticketing system, assigning the tickets per a documented schedule or process, and calling technicians as required to support issues.
- Support the following types of calls, questions, or tickets (not all-inclusive):
- IT Desktop Applications (ex. Outlook, Microsoft Office, VPN software, Windows/MAC OS, Virtual Desktop Instances)
- IT Infrastructure (ex. telephones, network/internet connectivity)
- Customer and End User Service Requests (ex. password resets, VPN token resets, service questions, external customer incident reporting.)
- Application Troubleshooting
- Production and Non-Production workplace platform monitoring for alarms and performance issues on systems, applications, databases and network/customer connectivity.
- Manage alarm events and technical application issues – creating, modifying, troubleshooting and closing trouble tickets
📌 Customer Service Rep II (India)
🏢 TNS
📍 India