Application Tech Support Practitioner

Project Role : Application Tech Support Practitioner
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Service Desk Quality Management, Service Desk Voice Support
Good to have skills : NA
Minimum 1 year(s) of experience is required
Educational Qualification : a: Bachelors degree

Project Role : Application Tech Support Practitioner Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge. Must have Skills : Service Desk Quality Management, SSI: Service Desk Voice Support NON SSI: Good to Have Skills :SSI: NON SSI: Job Requirements : Key Responsibilities : Quality Analyst Proficiency required a: Evaluate voice and non-voice interactions and provide constructive feedback to the agents b: Act as a subject matter expert for the line of business assigned c: Conduct call coaching sessions and drive continuous improvement on all process compliances and customer service skills d: Conduct RCA, monitor Survey results and recommend improvement to reduce AHT e: Generate reports specifically on the status of quality initiative implementation Technical Experience : a: Good knowledge about ITSM lifecycle and ITIL framework b: Good knowledge about internal quality process. c: Knowledge about Calibration d: Ability to provide effective feedback and coaching to improve individual and process level quality e: Demonstrate flexibility to meet client requirements f: One to three years of experience g: Minimum one year of experience as a Quality Analyst Professional Attributes : a: Excellent verbal and written communication skills with email etiquette and customer service skills b: 24x7 Support, mostly night shifts and rotation are ONLY as per project requirement c: 5 days working per week with two weekly offs based on roster Educational Qualification: a: Bachelors degree Additional Info : Excellent verbal and written communication skills with email etiquette and customer service skill