3a Agent L1.5 Helpdesk Job in Anumak & Company

Required skillset

Communication and Customer Service Skills

Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues

Display Ownership and accountability

o Quickly build trust and confidence with customer

o Own and resolve customer issues efficiently, effectively and empathetically

Excellent comprehension and articulation skills

Excellent communication skills verbal and written

Demonstrate positive attitude

o Willingness to learn and open to feedback

o Helpful

o Patience and perseverance

Analytical and Problem solving skills

Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues, to resolve customer issues

Problem solving skills and quick thinking to own & resolve customers issues independently, thoroughly & efficiently

Able to identify sales opportunities and upselling

Time Management Skills

Being proactive and show the utmost respect for customer s time

Good time management, ensuring all contacts with customers add value

Ability to Multitask

Computer skills

General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc

Knowledge on basic concepts of networking.

Working knowledge of MS Office

Mandatory requirement for experienced candidates:

Technical knowledge/expertise to support technical help related queries and trouble shooting.

Technical/troubleshooting knowledge of application support (SAP, SQL, ERP)

Should be process oriented, have knowledge of ITIL framework, metrics, and experience in production support

Minimum 2 + year experience in a L1 desk / tech support process providing remote support for Network Issues / Open Text / CRM support /HRC /DocuSign / Payroll app support, etc.

Additional Desired Experience and skill set for ESD:

Knowledge of S&P Domain, Applications

Knowledge of S2P, O2C Domain, Applications

Knowledge of SAP ECC. SAP SD or MM

SAP SRM

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