An extraordinarily talented group of individuals work together every day to drive TNS success from both professional and personal perspectives Come join the excellence OverviewThe 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 ResponsibilitiesThe Service Desk and Network Operations Team is 24x7x365 in support of internal and external customers The positions 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 allinclusive 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 TroubleshootingProduction and NonProduction environment 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 and routing issues to appropriate teams or vendors to be investigated and aid wherever needed or requested Be able to carefully follow written instructions to execute troubleshooting and feedback when the written instruction requires updates Support Perform Project Tasks Requirements and other Operations deliverables as requested Learn and understand all provided training materials associated with the industry application customer service and related processes procedure Gain a thorough understanding of internal processes and assist as neededQualificationsJob Qualifications A passion for customer service and satisfaction and wanting to have a positive impact on your teammates Minimum 13 years of customer service experience with a technical Helpdesk or customer facing position Familiarity with Linux Windows MAC OS Operating Systems Networking concepts AWS concepts and Security concepts and terminology Microsoft Office troubleshooting skills and Desktop support experience Excellent written and verbal communication skills and the ability to author qualified and easy to follow instructions and correspondence Initiative critical thinking and good followthrough Being a selfstarter and an excellent team player If you are passionate about technology love personal growth and opportunity come see what TNS is all about TNS is an equal opportunity employer TNS evaluates qualified applicants without regard to race color religion gender national origin age sexual orientation gender identity or expression protected veteran status disability handicap status or any other legally protected characteristic

📌 Customer Service Representative 2 (India)
🏢 TNS
📍 India