Responsibilites:

- Solve technical issues for customers on SAP Learning, the Training Shop and the CertificationHub

- Communicate clearly, professionally and proactively with customers via ticketing channel

- Manage customer escalations

- Collaborate with fellow service & support colleagues and other internal organizations globally to provide superior customer service

- Take ownership of technical issues and drive to resolution

- Continuously improve service and support processes to increase efficiency

- Drive and manage projects with other support colleagues

- Create root cause analysis of reported incidents for our stakeholders

- Run reports on learning usage triggered through customer service requests

- Deliver on-demand reports to our customers based on their individual needs

- Provide qualitative feedback to (technical) product management for improvements of platforms,



tools & processes

- Ensure GDPR compliance for global operations processes

Perks:

- 5 days working from Office, Gurgaon

- Cabs facility both side for hiring zone areas.

- Rotational Shift including night shift.

Desired Candidate Profile:

- 2-4 years of experience in BPO/Call Centre environment with a focus on international voice processes (blended).

- Bachelor's degree in Any Technical Specialization (BCA/B.Tech/B.E.).

- Professional experience in customer engagement

- Experience in escalation management

- Solid communication skills with excellent verbal and written English proficiency.

- Ability to work rotational shifts including night shifts.

📌 Executive LMS Support (International Technical Support) (Gurugram)
🏢 Niit Learning Systems
📍 Gurugram