Executive- L2 Support US Process
Executive- L2 Support US Process
Posted on :
09-04-2025
Employer Active
1 Vacancy
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Job Description
Technical Skills:
- Global Tech Support:
- Experience with remote support and handling a global user base
- Ability to work across different time zones and cultures.
- Application Support:
- Proficiency in application maintenance and performance monitoring.
- Skills in troubleshooting software issues and managing patches.
- Support Engineer:
- Expertise in resolving technical issues and performing root cause analysis.
- Familiarity with service desk operations and ticketing systems like Freshdesk and JIRA
- Troubleshooting:
- Competence in using diagnostic tools and analyzing logs.
- Ability to resolve errors and optimize performance.
- Incident Management:
- Knowledge of incident response and reporting.
- Skills in managing escalations and adhering to SLAs.
Soft Skills:
- Communication Skills:
- Excellent written and spoken English.
- Ability to communicate effectively with US clients and internal teams.
- ProblemSolving:
- Strong analytical skills to identify and resolve issues.
- Creative thinking to find innovative solutions.
- Customer Service:
- Ability to provide highquality support and maintain customer satisfaction.
- Skills in managing customer expectations and handling difficult situations.
- Skills in prioritizing tasks and meeting deadlines.
- Team Collaboration:
- Ability to work effectively with crossfunctional teams.
- Skills in coordinating with sales account management and backend teams.
- Adaptability:
- Flexibility to adapt to changing requirements and environments.
- Ability to learn new technologies and processes quickly.
- Ability to identify and correct errors.
Key Responsibilities:
- Provide realtime remote technical support to clients based in US and Canada
- Troubleshoot and resolve applicationrelated issues ensuring minimal downtime.
- Escalate bugs/issues in a timely manner to backend teams and follow up until resolved
- Monitor system performance and manage incidents
- Perform root cause analysis and implement solutions to prevent recurrence.
- Manage and resolve tickets using systems like FreshDesk and JIRA
- Collaborate with crossfunctional teams to ensure timely resolution of issues.
- Maintain and update the knowledge base with solutions and best practices.
- Provide excellent customer service and maintain high levels of customer satisfaction.
Employment Type
Full Time
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