Summary of the position:
• Support services provide high quality operational and technical application and systems support to PMC's customers and internal business functions. This entry-level Graduate Trainee role is crucial to ensure great customer satisfaction for our customers and resolving customer issues effectively at the first point of call
• As our support team is co-located in the UK and India, cross-cultural awareness and clear communication skills are essential. While this is primarily a customer-focused role, a robust interest in technology, willingness to learn, and a passion for providing impeccable service to our customers are key to success in this position
Key accountabilities:
• Assist and coordinate with the local and global Support Leadership teams to carry out day-to-day activities, ensuring a consistently high level of service delivery
• Answer incoming customer queries in a professional, courteous, and prompt manner, in line with PMC standards and defined SLAs
• Accurately log incidents and requests in real time within the IMS tool,
capturing detailed problem descriptions, actions taken, and assignment trails
• Learn, follow, and contribute fresh perspectives to PMC's standard operating procedures and application support best practices
• Track assigned tickets through to resolution under guidance, ensuring all regular updates and relevant communications are documented
• Provide callers with their unique ticket reference numbers and set appropriate expectations
Analyze reported issues systematically by:
• Asking probing and relevant diagnostic questions
• Applying learned system knowledge and logical troubleshooting
• Referencing training materials, process documents, account handbooks, and knowledge base articles
• Seeking assistance and guidance from senior team members in the UK or India
• Make outbound calls to customers and 3rd party providers, ensuring clear, accurate, and concise communication
• Maintain regular communication with c
📌 Graduate Trainee (Vadodara)
🏢 PMC
📍 Vadodara