Information Technology
Nuance Hiring for Global IT Support Analyst Job at Pune Full Time
Job Summary:
Part of a professional team of agents providing a single point of contact for the efficient resolution of end-user technical problems and requests. The Global Service Desk supports Nuance Communications employees across multiple business units 24×7.
As a member of this team, the Analyst will manage multiple priorities, generate innovative solutions to problems and develop skills required to support the efforts of the business units..
Knowledge, Skills and Qualifications:
Education: College graduate / Bachelor’s Degree Holder or equivalent experience
Experience: 1-3 years
Location: Yerwada, Pune.
Shifts: 24*7 Rotational
Required skills:
-
Communication and Customer handling skills
-
Office 365
-
Voice (Primary), Email, Chat Support
Preferred skills:
-
Communication skills, fluent in English both spoken and written
-
Customer service skills: Ability to understand and empathize with customer concerns/issues remaining committed to providing quality results. Positive service attitude.
-
Decision making skills: Apply to apply discretion resulting in appropriate/desired resolutions.
-
Strong troubleshooting skills: Ability to analyze issues and assist in determining root cause and appropriate solutions. High degree of problem solving.
Principal Duties and Responsibilities –
Supervise work flow of local Pune Service Desk Agents
-
Provide comprehensive Level 2 phone support for the efficient resolution of technology problems and requests across the global organization
-
Responsible for escalating/transferring issues to appropriate Tier 2/3 support and other internal and external IT support groups
-
Assist Sr IT Manager and coordinate with other IT functions to ensure appropriate communication with end-users reporting issues
-
Provide recommendations and feedback to Sr IT Manager regarding efficiency improvements
-
Provide technical advice, guidance and informal training to end-users of hardware and software programs
-
Responsible for meeting the key performance metrics associated with Help Desk service provided
-
Escalating/transfer issues to appropriate Tier 2/3 support and other IT support groups as needed
-
Take ownership of all customer interactions, utilize appropriate follow-through, and log all customer interactions. Provide timely feedback to external and internal customers via phone, e-mail, or other form of communication.
-
Resolve issues utilizing excellent customer service skills, problem solving skills, technical thinking/reasoning skills, and a high level of individual judgment to ensure outcomes of customer satisfaction.
Nuance offers a compelling and rewarding work environment. We offer market competitive salaries,
bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically
challenging work environment. Join our dynamic, entrepreneurial team and become part of our
continuing success.
bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically
challenging work environment. Join our dynamic, entrepreneurial team and become part of our
continuing success.