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Job Title: Technical Support Specialist, Customer Services & Technical Support
Work Location: Gurgaon, Haryana, India
Salary: Not Disclosed
Job No: VN2900
Reporting To: Team Leader Customer Services & Technical Support
Location: Gurgaon, India
Job Purpose:
To 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
To 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
To deliver a high level of customer service at all times and presenting a consistent ‘face of SHL’ to candidates on a global basis
Key Accountabilities:
•Provide effective technical assist in regard to emails, chat and occasional inbound calls in accordance with departmental SLAs and to the agreed quality standards –in order to drive optimum service to Candidates
•Accountable 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
•Maintain communications to Customers and Candidates throughout the investigation and resolution of technical issues.
•Accountable for updating CRM in a timely manner ensuring accurate and detailed notes are entered for each contact with reference numbers issues for each contact.
•Assist SHL Technology teams in the testing of online products
•Perform Outbound courtesy calls to Candidates as required
•Maintain system knowledge through ongoing training & Development.
•Provide UAT testing where required
•Generate ideas to improve processes within the GCSC
•Carry out other duties as instructed by your line manager or Team Head
•Experience to maintain integrated customers and suppliers and know the different technologies that exist
Experience:
•Excellent written and communication experiences
•Knowledge of how to work under pressure and deliver results
•Knowledge of how to work to agreed targets
•Assist SHL Technology teams in the testing of online product
•Good Technical know-how and how to fix software issues on PC, Laptops and Mobiles
•Good Knowledge of Windows operating system plus skills in word, excel & internet related issues
•Must be available to work on shift patterns over 24*7
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