Customer Service Rep II

Transaction Network Services (TNS); India; On-site; INR 300,000 - 600,000; Full time

Job summary

Transaction Network Services (TNS) is seeking a Customer Support/Helpdesk professional to assist customers with product and service information, answer questions, and resolve issues. The role covers responding to server and application alerts and routing issues to the appropriate support personnel.

The position operates in a 24x7 service desk environment with shifts, requiring attention to security, networking, and desktop support familiarity.

Qualifications

• Customer service mindset with ability to resolve issues.
• Experience supporting IT desktop applications and infrastructure.
• Strong written and verbal communication; follow instructions precisely.
• Ability to work in a 24x7 environment with shifts.

Responsibilities

• Assist customers by providing information about products/services and resolving problems.
• Respond to server/application alerts and assign to appropriate teams.
• Monitor tickets across chat, email, and phone channels.
• Enter/update tickets in the ticketing system and route to technicians.
• Support IT desktop applications, infrastructure, and general service requests.
• Handle production/non-production environment monitoring and alarms.

Skills

Linux

Windows

MAC OS

Networking concepts

AWS concepts

Security concepts

Desktop support

Microsoft Office

Communication skills

Tools

Ticketing system

Job description

Job Description:

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 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 needed

Qualifications

Job Qualifications:

• A passion for customer service and satisfaction and wanting to have a positive impact on your teammates.
• Minimum 1-3 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 professional and easy to follow instructions and correspondence.
• Initiative, critical thinking and good follow-through.
• Being a self-starter and an excellent team player.

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.

Requirements: