Work Location: Pune / Hyderabad

Work Experience: 2-3 yrs

Band: F2

Job description:

1. Be part of a team of technical experts, motivated by a desire to facilitate customers and be responsible for providing voice/non-voice support
2. Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
3. Provide remote infrastructure support delivery and performing problem cause analysis
4. Collaborate with fellow support colleagues and other internal organizations to provide superior customer service
5. Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
6. Anticipate customer needs and effectively addressing concerns related to their issue or resolution
7. Provide direct technical assistance to customers via phone, email, and chat.

Must Have’s:

1. 2-3 years of experience in Service Industry
2. ITIL v3/v4 Foundation certified / Knowledge on ITIL concepts
3. General awareness about Win10, Core Apps (like Browser, Outlook, Excel, Word etc.), O365 and Active Directory
4. Proficient in handling customer queries across the globe (primarily United States
5. Exceptional verbal and communication skills
6. Unparalleled Listening and Comprehension capabilities
7. Proven service industry front line experience with handling high value/critical customers
8. Ability to keyboard to capture important details on a call for documentation

Good to Have:

1. Demonstrates knowledge on Quality Management Program.
2. Preferred MCP/MSCE/MSCA/MCITP or HDI CSS
3. ITIL knowledge of V2 or V3 or V4 especially on Service Desk, Incident, Problem, and Change Management preferred

About us:

At Cloudely, we work with a single mission: Transform the way clients experience Product & Implementation, Development, and Support. Growth is a journey and never a destination. We are constantly thriving to grow in gaining the trust of clients globally in offering services across Salesforce, Oracle, Robotic Process Automation, DevOps, Web, and Mobile Programming to name a few. And we are just getting started!

We have fabulous opportunities for you to grow along with us! 

At Cloudely, you will get what you are looking for: the scope to learn, prove and grow. 

The way to your dream job and organization is just a click away.

Share your resume at [email protected]. To know more about us, please visit www.cloudely.com.