Total 4 Customer Service job vacancies in Bangalore

• Have close working relationships with IT support teams, IT service management, business and IT security teams to ensure prompt and appropriate management of user access requests and incidents.• Process client’s requests in line with the organization’s security policies, existing mainframe access control lists.• Display the highest standards of professionalism, email etiquette and ownership in handling each request and driving it to resolution.• Display a team-spirit and work in cohesion to effectively manage requests and sub-tasks.• Manage Deliverables for Voice and Chat support• Access provision on systems within the scope of Offshore team• Routing requests to resolution groups when incidents are not within the scope of the offshore team.• Monitoring the status and progress toward resolution of all open incidents.• Provision of access as per user requirement• Keeping requestors informed on progress made.• Assignment of the incidents, escalating the process related matters, if necessary.• Co-ordination with other support teams and closure• Communicate with Aviva employees, including contractors & vendors, via telephone, email, and other electronic communications regarding requests & their resolution.• Coalesce with sister departments to lend completeness to a request while retaining ownership of the request and being the face of AVIVA IT division to the employee.

Monitoring (eyes on glass), ticketing and office communications. As a member of the VOCC (Visa Operations Command Center) you will be on the front line of application and environment support.

Members are directly responsible for error mitigation and escalation to advanced support teams in a 24x7 environment.

• Quickly and accurately assess the impact of a major system or application outage and communicate the impact to management.  

• Use verbal and written communication skills to ensure that all activities and bridge calls are well coordinated, and incidents are accurately documented.

• Bridge the gap between technical staff and management during an incident.

• Act with a sense of urgency to drive incidents to resolution and provide analysis. Identify follow up items and areas for improvement and propose solutions.

• Own projects within the team and drive them to resolutions

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.

The IT Support role involves handling more complex technical issues within a Windows environment, providing in-depth troubleshooting, and supporting advanced system administration tasks.Key Responsibilities• Advanced Troubleshooting:o Manage and resolve incidents, including complex hardware, software, and network issues.o Conduct detailed diagnostics to identify and resolve root causes of recurring or complex problems.o Resolve advanced Windows operating system issues, including system crashes, blue screens, and software conflicts.o Provide remote and on-site support as necessary to resolve issues that cannot be handled at Level 1.• System Administration:o Manage and troubleshoot issues related to Windows Server, including Active Directory, DNS, DHCP, and Group Policy.o Perform advanced tasks such as system imaging, software deployment, and virtual machine management.o Oversee backup and recovery procedures to ensure data integrity and availability.o Implement and manage security measures, including antivirus, patch management, and encryption.• Network and Security Support:o Diagnose and resolve network-related issues, such as IP conflicts, VPN connectivity problems, and firewall settings.o Monitor and respond to security alerts, and assist in mitigating potential threats.o Assist in maintaining network performance by troubleshooting issues and ensuring optimal configurations.• Documentation and Reporting:o Maintain thorough documentation of technical issues, resolutions, and procedures for future reference.o Generate reports on incident trends, system performance, and user satisfaction to identify areas for improvement.o Collaborate with Level 1 support and other IT teams to improve overall service delivery.Experience: 3-5 years of experience in an advanced technical support role, specifically within a Windows environment.Technical Skills:Strong proficiency in Windows operating systems (Windows 10, Windows Server 2016/2019).In-depth knowledge of Active Directory, Group Policy, DNS, DHCP, and Microsoft Office 365.Advanced understanding of networking principles and security best practices.Experience with system imaging, software deployment, and virtual machine management.Soft Skills:Strong communication skills with the ability to explain complex technical issues to non-technical users.Ability to manage multiple priorities in a fast-paced environment.High level of professionalism and customer service orientation.Willingness to work in shifts, including nights and weekends, as required.On-call availability for urgent issues.

Visa Corporate IT (CIT) group has embarked on a major transformation journey.  We are transforming ourselves into a true engineering organization where we put customer experience and end user support first.  As part of this strategy, we are consolidating several of our Operational functions into a single area focused on providing world class operational support to our End users.  This change is geared towards rethinking how we provide Operational support for the services we’re responsible for. The successful candidate will work with a dynamic and evolving global team that is driving the charge to ensure that Visa is not only the best way to pay but also the best place to work, with state of the art end user systems and solutions.

Essential Functions:

• Provide 2nd level support for workstation, voice, video and mobile related infrastructure
• Prioritize and triage end user requests, incidents and complaints
• Effectively questions user to collect information and understand the issues they are experiencing, and perform diagnostic procedures to isolate and resolve the issues.
• Interact with customers via telephone, e-mail, IM/chat, and social tools, to provide technical support.
• Escalate or work in tangent with appropriate support specialists or support groups on unresolved issues and escalate hardware repairs to third party providers as needed.
• Maintains call records/logs and resolution detail utilizing case management solution, ServiceNow or equivalent solution.
• Install workstation, telephony, and voice, video and mobile hardware/software as required.
• Provisions and prepares workstations using standard images.
• Maintain 100% accuracy/control in the asset database of deployed assets, recording/updating as needed.
• Coordinate and execute workstation relocation requests
• Providing support for high-profile multipoint video meetings using meeting management tools from Cisco, Polycom, Bluejeans, and other video technologies.
• Supporting Audio and Video Equipment including cabling, TVs, projectors and lighting.

This is a hybrid position. Hybrid employees can alternate time between both remote and office. Employees in hybrid roles are expected to work from the office 2-3 set days a week (determined by leadership/site), with a general guidepost of being in the office 50% or more of the time based on business needs.