What you’ll do: Interact with users via chat, telephone or email to answer queries and resolve issues. Maintain and update fact sheets and other information about the application. Support the roll-out of new application features. Log all incidents and service requests reported to the helpdesk. Troubleshoot systems, network problems, diagnosing and solving software issues at user end. Escalate problems that cannot be fixed in tier one and update users. Document and prioritize help desk tickets, emails, calls and respond in a timely manner as per SLAs. Perform market research, documentation, and analysis of provided data. Preference for candidates with training/experience and previous helpdesk experience; up-to-date knowledge in Windows and MAC environments. Perform other tasks as assigned. Requirements: Graduate in any stream (B.E, B Tech, BCA, MCA preferred). Effective written and spoken English communication skills. Articulate and spontaneous in active conversations. Ability to recognize sensitive issues and maintain confidentiality. Swift typing speed and grammatically conscious with formal written mannerisms. Willingness and curiosity to learn new environments and develop new skills. Must be able to work in 24*7 shift. High degree of intensity, follow-through, and collegiality. Strong attention to detail with ability to organize, prioritize and manage multiple tasks. Ability to thrive in high demand, high-pressure situations. At least 6 months experience supporting clients/customers from US/UK/AUS. Familiarity with Windows OS troubleshooting; knowledge of MAC OS X a plus. What you’ll learn: Work with diverse populations in cross-cultural or multicultural settings. Master the operation and application of new technology. Prove yourself in the real-world and learn about yourself. Interaction with customers from different horizons. Work with experienced software entrepreneurs. Should be comfortable for Manual QA. Mandates: Experience in global customer handling. Troubleshooting skills. Experience in call centre will be considered. Rotational shifts (shift changes every 3-4 months). Transport provided till 8-12 Kms. Shift Timing: Night shift: 9.30 PM – 5.30 AM IST. Morning shift: 5.30 AM IST – 1.30 PM IST. Afternoon: 1.30 PM IST – 9.30 PM IST.