Vacancy Name\tTechnical Support Specialist
\nRequisition No\tVN2900
\nTime Type\tFull Time
\nLocation\tGurgaon Office
\nAdditional Location
\nCountry\tIndiaJob Description
\nServices \/ CSTS \/ Senior Representative, Customer Services & Technical Support<\/p>\n
Job Description
\nJob Title: Technical Support Specialist, Customer Services & Technical Support
\nReporting To: Team Leader Customer Services & Technical Support
\nLocation: Gurgaon, India
\nJob Purpose:
\nTo provide first line reactive technical assist to SHL clients who are experiencing a technical problem with their SHL system or service, resolving issues on a first contact basis wherever possible
\nTo provide first line reactive technical assist to candidates who are experiencing technical problems whilst attempting to complete a SHL Talent Measurement assessment, resolving issues on a first contact basis wherever possible
\nTo deliver a high level of customer service at all times and presenting a consistent \u2018face of SHL\u2019 to candidates on a global basis<\/p>\n
Key Accountabilities:<\/p>\n
\u2022Provide effective technical assist in regard to emails, chat and occasional inbound calls in accordance with departmental SLAs and to the agreed quality standards \u2013in order to drive optimum service to Candidates
\n\u2022Accountable for the initial research and investigation prior to escalating unresolved issues to the Regional Service Teams using the internal ticketing system and to monitor progress through to resolution, keeping Line Manager or Team Heads informed
\n\u2022Maintain communications to Customers and Candidates throughout the investigation and resolution of technical issues.
\n\u2022Accountable for updating CRM in a timely manner ensuring accurate and detailed notes are entered for each contact with reference numbers issues for each contact.
\n\u2022Assist SHL Technology teams in the testing of online products
\n\u2022Perform Outbound courtesy calls to Candidates as required
\n\u2022Maintain system knowledge through ongoing training & Development.
\n\u2022Provide UAT testing where required
\n\u2022Generate ideas to improve processes within the GCSC
\n\u2022Carry out other duties as instructed by your line manager or Team Head
\n\u2022Experience to maintain integrated customers and suppliers and know the different technologies that exist<\/p>\n
Experience:
\n\u2022Excellent written and communication experiences
\n\u2022Knowledge of how to work under pressure and deliver results
\n\u2022Knowledge of how to work to agreed targets
\n\u2022Assist SHL Technology teams in the testing of online product
\n\u2022Good Technical know-how and how to fix software issues on PC, Laptops and Mobiles
\n\u2022Good Knowledge of Windows operating system plus skills in word, excel & internet related issues
\n\u2022Must be available to work on shift patterns over 24*7<\/p>\n","protected":false},"author":1378,"featured_media":0,"template":"","meta":{"_bbp_topic_count":0,"_bbp_reply_count":0,"_bbp_total_topic_count":0,"_bbp_total_reply_count":0,"_bbp_voice_count":0,"_bbp_anonymous_reply_count":0,"_bbp_topic_count_hidden":0,"_bbp_reply_count_hidden":0,"_bbp_forum_subforum_count":0,"pmpro_default_level":0,"_promoted":"","_job_location":"","_application":"https:\/\/sh-hrmysalesforce-sites.com\/recruit\/fRecruit_ApplyJob+ZvacancyNo-VN2900","_company_name":"SHL","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":1,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job-types":[106],"class_list":{"0":"post-28363","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"pmpro-has-access","7":"job-type-full-time"},"yoast_head":"\n