As a 1st Line Platform Support Analyst in the Platform Support team, you will be responsible for providing collaborative day-to-day Level 1 support of business applications.
The Platform Support team collaboratively provide global support including, but not limited to: Response and resolution of Incidents and Requests via an ITSM portal. This individual must be a clear candid communicator, highly motivated, emotionally intelligent, and have a proven track record of teamwork, execution, and customer service.
What this job involves:
- Collaborate with Platform Support team peers to provide best-in-class customer service and support to internal and external customers at 1stlevel for incidents, problems, and requests
- Support company products and applications (web and desktop applications implemented and used within the company)
- Manage and coordinate urgent and complicated support issues
- Investigate and diagnosis of Incidents and communicate appropriately to internal customers
- Work with Atlassian ITSM ticketing system and achieve to Service Level Targets
- Communicate clearly and efficiently with Platform Support team and other peers
- Assist in and prepare Platform Support documentation
What you need to have:
- Excellent English language communication skills, both verbal and written, with the ability to communicate effectively with a range of audiences
- Proficient Windows user with very basics in administrating
- Knowledge of internet technologies and networks
- Excellent written verbal communication, interpersonal, and presentation skills
- Strong customer-service and incident investigation and diagnosis skills
- Ability to work collaboratively in a geographically distributed team environment
- Able to effectively prioritize work under pressure in a highly dynamic work environment
- Natural ability to proactively reach out and facilitate communications
- Strong desire to learn new technologies, techniques, and tools
- Happy to work (11am - 8:30pm IST)
