Call Center Shift Lead – 6 Years Experience in Technical Support – PharmaNet, Mumbai

·          Serve as the primary point of contact for all Pharmanet home office based employees and external clients via phone and email incidents/requests

·          Provide outstanding customer service through consistent follow through on all open issues/requests, open communications with the team and excellent documentation within the ticketing system

·          Oversee activity of shift call center staff

·          Receive all calls, e-mails on IT incidents or requests

·          Record all Incidents and requests

·          Search and contribute for solutions in knowledgebase

·          Update clients and IT units on progress of service/support requests

·          Escalate issues to more Team Lead personnel to ensure customer satisfaction on unresolved issues

·          Provide technical support for PC related hardware and software

·          Work with clients via phone, email, and web to provide guidance, informal training, and assistance with applications and/or hardware

·          Assist users with account questions, password resets, etc.

·          Monitor ticket queues for stale tickets

·          Monitor Infrastructure Dashboards for anomalies and escalate as appropriate

·          Resolve, de-escalate, or further escalate within the required client Service Level Agreements Coordinate issue resolution efforts with other departments to ensure timely and efficient resolutions are met and customer satisfaction is upheld

·          Maintain proper tracking of problem resolution for reference and management reporting 

·          Participate in the creation of Knowledgebase data

·          Review system metrics and help identify performance tuning needs

·          Continually increase Subject Matter knowledge on all core systems

·          Associate’s Degree or equivalent degree/certification required; in lieu of degree, six years (total) relevant experience may be considered

·          Three years experience in a technology support roll

·          One year of experience in a senior or lead role within support

·          Solid understanding of PC based hardware (desktops/laptops), Microsoft Windows 2000/XP, Microsoft Office XP/2003, and remote access (i.e. VPN), network/local printers, network connectivity

·          Excellent troubleshooting skills with ability to create solutions based on heuristic identification

·          Exceptional customer service skills

·          Professional certifications (A+, MCP, MCDST etc) are preferred

·          Experience with HP or CA ticketing systems is preferred

·          Excellent verbal and written communications

·          Sound analytical, organizational and planning skills and the ability to achieve multiple team and customer objectives independently and in a deadline-sensitive fashion

·          Flexibility in working other shifts if needed