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Tuesday, December 6, 2011

Opportunity for Technical Helpdesk in an IT product development company

eRevMax, founded in 2001, is now operating in over 65 countries and 750 cities. eRevMax has created a suite of products which has changed the landscape in which hotels distribute their inventory worldwide. Our main suite of products, 'RateTiger' has become the industry's benchmark for successful tools enabling online distribution management. It continues to be our core objective to bring revenue maximization to the hospitality industry through 'next generation' innovative e-products. 
The company has 36 years of combined experience between its founders in the Hospitality and Software industries to become one of the fastest growing hospitality focused technology companies in the world. However, eRevMax is more than just a company delivering great products. Using the experience and knowledge from our strong revenue management teams; we compliment our strong product base with the ability to provide further understanding and direction. 
Our url : 

Job Description 

Position Title Technical Helpdesk Analyst 
Department Customer Support 
Territory Global 
Location Kolkata office 
Reports to Technical Helpdesk Manager 

Job Mission: 
Provide robust, comprehensive and timely technical support to customers through detailed issue analysis, effective communication and complete technical solutions. 

Key Areas of Responsibility: 
• Provide second level customer support. 
o Adhere to, and contribute to the development of, customer support processes, procedures and standards 
o Fully own customer issues assigned by Level 1 Support relating to product and system performance and configuration affecting customers 
o Interact with internal departments necessary to resolve assigned customer issues 
o Interact with customers and third party vendors when required to diagnose and resolve assigned customer issues 
o Maintain agreed service levels 
o Provide timely and accurate feedback to Account Manager, Sales Manager and customer and vendors 
• Provide account activation support 
o Support and adhere to processes, procedures and standards relating to the activation of large accounts 
o Analyze and resolve technical and configuration related issues raised during account activation and roll out 
o Maintain agreed service levels 
o Attend customer activation calls, and interact with customers and vendors as required 
• Provide timely and accurate feedback Account Manager, customers and vendors 
• Create and maintain win-win relationships with customers 
o Update all internal systems to properly track issues and customer contacts 
 Update the CRM with appropriate information 
 Track changes on issues 
 Input and update information on internal and customer conversations and issues 
o Escalate any issues that are affecting the well being of a particular customer 
• Complete and achieve all other assigned goals in relation to the position 
Interaction: This position has daily interactions with first level customer support team members and various critical departments within the organization. In many cases, interactions with customers will be required to ensure resolution of technical related issues. 

Requirements / Qualifications: 
• Strong working knowledge on XML and MS SQL. 
• BE, B Tech or equivalent in Computer Science or Information Technology 
• 4 to 5 years of working experience in Technical Support industry. 
• General understanding of distribution chains in the hotel industry would be an added advantage. 
Critical Competencies: 
Communication Skills: 
• Effective and clear communication in English language 
• Ability to read, analyze and interpret business and technical requirements 
• Ability to write reports and operating manuals. 
• Ability to present information and respond to questions from groups of managers, clients, customers in a professional manner 
Problem Solving and Mathematical Skills: 
• Takes initiative to identify current and potential problems and determines the best solution. Involves and/or manages the people and resources required. 
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. 
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. 
• Ability to translate technical issues into non technical language appropriate for a non technical audience. 
Computer Skills: 
• Strong working knowledge of MS Word and Excel, Internet communication protocols, database administration (MS SQL) and XML. 
Applicable Competencies: 
• Customer Focus: Passionately meets or exceeds customer Expectations. Enters the customer's world through listening and understanding. Nurtures relationships by recognizing and delivering on customer needs and opinions. 
• Managing complexity: Is able to work effectively in a highly complex, diverse, changing environment. Adapts well to and is energized by change whilst maintaining focus on key business goals and personal objectives. 
• Innovation: Embraces creativity and is open to new ideas. Innovates to improve current working practices / products / technologies to provide business opportunities and results. 
• Business Management: Produces outstanding results both professionally and personally by effective management of business processes. 

Abhisek Gupta 
eRevMax HR

Shahzad Afzal

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