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| Job Location | Chennai |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Sales / BDGeneral / Other Software |
| EmploymentType | Full-time |
Provide support in a 24 x 7 environment, requiring ongoing flexible schedule availability; Shifts include days, possible overnights, weekends and holidays Provide first level support of End User, Customer Service and Client inquiries via ticketing system/phone/email for all Radial platforms and systems. Managing tickets within Radials RadialNow ticketing system including: Issue research, reproduction and background information Responsible for the daily prioritization of tickets L1 and L2 triage including diagnosing incidents using written procedures; and/or apply an analytical skill-set in order to triage reported defects and route those issue to the appropriate Resources for resolution Resource assignment and follow up until resolution Escalation review, upgrade and driving resolution for client All client communication via ticketing system (and thru email/phone as necessary) Global issue and upcoming maintenance client communication. Subsequent reminders, updates, resolutions, etc Conduct follow up for ticket updates, provide translation of technical feedback into business feedback for Clients. Drive SLA and closure for all tickets Facilitate and maintain a relationship with all resource teams, clients and 3rd party vendors to provide optimal support Coordinate and run bridge calls [internal/external] for Radial outages/ high priority events Incident logging for events affecting any of Radial s 100+ systems, applications, and 3rd-Party vendors Become the subject matter expert in the RadialNow system and host both internal and client-facing onboarding or training sessions.,
Keyskills :
sqlserver java sql customerrelations databaseadministration issueresearch customerservice flexibleschedule clientcommunication sla bridge triage closure logging training research business holidays end sched