REF97639PService Desk Application Support- Pune (WFO) 1 to 3 years Experience

Pune - India

Monthly Salary: Not Disclosed

Posted on: 5 hours ago

Vacancies: 1 Vacancy

Job Summary

Role Summary

Dedicated platform support role providing first-line assistance via email live chat and in-platform requests. Focus on accurate ticket logging basic troubleshooting clear communication use of help-center content and timely escalation of issues beyond first-line ownership. Ideal for 12 year experience with strong communication and customer-first mindset in a 247 SaaS support environment.

Key Responsibilities

Serve as first point of contact on email live chat and in-platform requests

Acknowledge and triage issues in line with response SLAs

Perform first-level troubleshooting

Perform triaging of the requests and route them to relevant vendor team for further servicing.

Experienced in Problem and Incident Management

Use help-center articles internal macros and SOPs to deliver consistent support

Accurately log/categorize/update tickets in Zendesk or equivalent.

Capture full case details (impact screenshots error messages attempted steps)

Route/escalate correctly for bugs labs content sales billing/refund enterprise requests

Maintain ticket hygiene (duplicates status updates follow-ups closure confirmation)

Keep users informed throughout the ticket lifecycle

Learn platform features/workflows and internal procedures continuously

Support 247 shifts as required

Required Qualifications

Bachelors degree in Computer Engineering or equivalent.

23 year of experience.

Strong written and verbal English communication

Good understanding of web apps SaaS support and customer service

Familiarity with ticketing/chat/CRM tools.

Qualifications :

BE/

Remote Work :

Employment Type :

Full-time

Role SummaryDedicated platform support role providing first-line assistance via email live chat and in-platform requests. Focus on accurate ticket logging basic troubleshooting clear communication use of help-center content and timely escalation of issues beyond first-line ownership. Ideal for 12 ye...

Key Skills

Children Activity
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Human Resources Administration
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About Company

WNS Global Services

WNS (Holdings) Limited (NYSE: WNS), is a leading Business Process Management (BPM) company. We combine our deep industry knowledge with technology and analytics expertise to co-create innovative, digital-led transformational solutions with clients across 10 industries. We enable busin ... View more

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