What you’ll do:- Interact with users through a series of actions and answer all queries, resolve issues via various communication channels (chat, telephone or email).- 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 users end.- Escalate problems that cannot be fixed at in tier one support and updating users on the status of problems.- Document and prioritize help desk tickets, emails, calls and respond in a timely manner as per SLAs.- Perform market research, documentation, and analysis of data provided.- Preference will be given to candidates with training, experience, and previous helpdesk experience. And Candidates with up to date knowledge in working in and around Windows and MAC environments.- Perform other tasks related to the position, as assigned.Requirements:- Must be a graduate in any stream. B.E, B Tech, BCA, MCA would be preferred.- Effective written and spoken English communication skills.- Must be Articulate and Spontaneous in Active conversations to handle tough situations.- Ability to recognize the sensitive nature of issues and maintain confidentiality.- Should be swift in typing speed and grammatically conscious with formal mannerisms in written formats of communication.- The willingness and curiosity to learn new environments and develop new skills.- Must be able to work in 24*7 shift.- A high degree of intensity, follow-through, and collegiality.- Strong attention to detail with an ability to organize, prioritize and manage multiple tasks in a timely manner.- Ability to thrive in high demand, high-pressure situations.- At least 6 months Experience in supporting clients/customers from US/UK/AUS- Should be familiar with various versions of Windows OS troubleshooting.- Knowledge on MAC OS X would be an added advantage.What you’ll learn:- Work With Diverse Populations In Cross-Cultural Or Multicultural Settings.- Master the operation and application of new technology.- Will help you prove yourself in the real-world and know more about yourself.- Interaction with the customers from different horizons.- Work with some very experienced software entrepreneurs in technologies- Should be comfortable for Manual QAMandates:- Should have experience in Global customer handling- Troubleshooting skills- Experience in call centre will be considered.- Will be rotational shifts( Shift changes every 3-4 months)- Transport will be 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.