About MSI SERVICES PVT LTD
MSI Services Pvt. Ltd is a subsidiary of MS International Inc. (USA), providing sourcing and backend operations based out of Bangalore. MS International Inc. is a leading nationwide distributor of flooring, countertop, wall tile and hardscaping products. Headquartered in Orange, California, MSI maintains more than 34+ distributioncenters across the United States and Canada. For detail visit our website – http://www.msiservices.in/
If you enjoy working in an entrepreneurial results oriented environment that values teamwork, innovation, and taking initiative, MSI is the right place for you. MSI values adaptability, hard work, education, customer service, knowledge based analytics and technology. Having grown over ten times in size in the last ten years, MSI is seeking individuals looking for a long term career and upward mobility.
MSI Services Pvt. Ltd. is currently hiring suitable candidates for the role – Tech Support (Information System Support) within our business operations in Bangalore, India.
Summary: This position is accountable for ensuring accurate and timely technology support and First line support (L1) issue resolution for internal customers. Specialist will interact with customers via phone or email to provide guidance and assistance as directed by customer needs and urgency. Resolve everyday requests and complex hardware and software issues working with Information Systems (IS) analysts and engineers as needed. Follows up on inquiries to ensure client satisfaction and works with direct supervisor to recommend processes to improve overall service delivery. Adheres to organizational values and standards.
To perform this job successfully, the individual must be able to complete the following essential duties and responsibilities:
1.Customer Service: Meets and exceeds customer expectations in responding to all service requests. Works
within the guidelines and procedures established for the IS Support Desk. Works with all IS associates to deliver quality service. Reviews all assigned work orders on a daily basis. Identifies work order patterns that signal a major issue and escalates to the direct or appropriate IS Manager as needed.
2.Phone Support: Answer calls and respond to voice mails within the defined and documented timeframe.
Resolve as many requests over the phone as possible. Sets up user IDs for new HRH associates. Requests that cannot be resolved within a standard 30 minute window at first pass are delegated to analysts or engineers as appropriate for resolution. Work with IS associates and IS management to prioritize escalate and dispatch calls as needed.
3.Problem Tracking Data Quality: Ensure data is entered into the ITSM software accurately and at the time the
request is received. Maintain regular updates as needed and follow up with IS associates as needed for full work order resolution.
4.Continuous Improvement: Strives to improve customer service, identifies process improvement opportunities,
and recommends solutions as appropriate. Participates in initiatives to address service issues.
5.Project Work: Provides support for initiatives such as a system go-live or upgrade as assigned by the Project
Management Office (PMO) and/or IS management and in accordance with assigned schedules.
6.Technical Currency: Maintains industry, organizational, and departmental knowledge. Maintains appropriate certifications and seeks out peer mentoring from other IS associates.
Additionally the candidate must meet the following Education and/or Experience requirements:
1.The Candidate should have the ability to multi-task, prioritize and ability to learn more and be flexible.
2.The candidate must have excellent interpersonal and communication (verbal & written) skills with all levels of employees and management
3.The candidate should have excellent PC skills and should be well versed with Microsoft Products like Excel, Word and Access (optional).
4.This job may also require using various applications (Microsoft or others).
5.Goal-oriented, motivated self-starter, with excellent organizational skills and Strong problem solving skills
6.Strong attention to details and Good follow up skills.
7.Ability to work effectively with other organizations and individuals at all levels with minimal supervision and assumes accountability for issues until final resolution.
8.Flexible to night shifts is mandatory. (9.00pm to 6.00am)
9.Associates degree highly desired OR 2-4 years of equivalent work experience.
10.Minimum of 0-2 yrs years working in IT
11.Minimumsupport role.0-2 yrs years of experience in a customer
12.Experienceservice role.with guiding others on how to use various computer applications.
13 The candidate should be able to work on Saturday and Sunday and they can take any of the weekdays as holiday
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