International IT support Voice Process Professional

wroots global pvt ltd; Hyderabad, Bengaluru; On-site; INR 350,000 - 550,000; Full time

Job summary

wRoots Global Pvt Ltd is hiring for International IT support based in Hyderabad. The role involves providing technical assistance to Enterprise Accounts, handling web tickets, and managing customer expectations across global teams.

The candidate should have graduation and at least 2 years of relevant experience, with strong troubleshooting capabilities and knowledge of core IT skills. A fast-paced, high-pressure environment is expected.

Qualifications

• Graduation is required.
• Minimum 2 years of relevant experience.
• Provide technical support to Enterprise Accounts via tickets.
• Coordinate with different operational teams to resolve complex issues.

Responsibilities

• Provide technical support to Enterprise Accounts via tickets and web tickets.
• Manage customer expectations and coordinate with different operational teams on complex issues.
• Provide accurate initial information in time-sensitive situations.
• Diagnose customer issues, assess severity and urgency, and act according to business impact.
• Serve as primary interface on internal escalations for global support teams.
• Collaborate with global support functions to improve service quality.
• Continuously upgrade technical and professional skills through training and certifications.
• Meet business objectives and team targets defined by management.

Skills

Database

Networking

Windows OS

Authentication

Troubleshooting

Education

Graduation

Tools

SharePoint

Salesforce

OneDrive

Python

KCS

Job description

We are hiring for International IT support

Qualification - graduation

Experienc - Min 2 years relevant experience only

Role and Responsibilities:

Provide technical support to Enterprise Accounts via, and web tickets

Manage the customer expectations when they support and coordinate with different

operational teams on complex issues, or according to the process

Must have the ability to provide accurate initial information in time sensitive situations.

Work in a fast paced, high-pressure environment under minimum supervision, correctly

diagnose a customers issue and analyze its severity and urgency and act accordingly based on the business impact

Perform as the primary interface on internal escalation for different global support teams

Strong collaboration and coordination with the different global support functions and teams

Continuously improve and upgrade technical and professional skills through training, self- study, and certifications

Meet business objectives and team targets defined by management

Skills Requirements & Scale

Technical Skills (Core):

• Database (ODBC connection, common DBs): 3
• Networking (HTTP, network trace, DNC. Proxy, LB, APIs): 3
• Windows OS (underlying Service, Domain, AD, process, security/SSL): 3
• Authentication (Win AD auth, SAML, user/pass): 3
• Troubleshooting (log analysis): 4

Technical Skills (Nice to have)

• Third-party data source knowledge (SharePoint, Salesforce, OneDrive)
• Python fundamental (or other programming related)
• Knowledgebase documentation procedures (KCS is a plus)

Scale definition (1-5 scale)

1. 1. Insufficient understanding
2. 2. Surface level understanding can explain in their own words.
3. 3. Understand the overall concept and can provide at least one relevant example/use case (this is the average level that meets the expectation)
4. 4. Demonstrate good understanding and can apply in many real scenarios.
5. 5. Professional knowledge, demonstrate in-depth knowledge, and able to coach someone else in this area.