Total 79 Others level 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.

• Make sure Health and Safety is adhered with each site visit.
• Execution of install new or modified, repair or upgrade equipment at customer facilities to ensure full functionality according to specifications.
• Visit customers regularly, establish and maintain effective working relationships with customers, internal and external associates, and management
• Give support (incl. Remote support) to clients in terms of technical issues and sorter performance.
• Support both recycling and mining customers in India and Asia pacific region.
• Open to traveling 80% of the time / 180 days/year.

• 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.

• Handle and resolve 2nd level incidents/tickets in the Service Management Tool, based on priority and quality for the HR applications
• Investigate recurrence and patterns of support needs in order to design holistic solutions. Liaise with subject-matter experts where escalation is needed
• Collaborate with Global Application Support Specialist, IT developers and other support teams
• Contact with the vendor for any alignments, issues, case/incidents creations, SLA follow-up
• Coordinate with other 1st level groups for consultation hours, best practices etc
• Preparation of technical documentation and updating for Troubleshooting and 1st level
• Preparation of training materials, provide training sessions whenever required
• Supporting the onboarding of new team members
• Analysis and coordination or release management (new releases, features and enhancements)
• Conduct testing activities such as: preparation of testing scenarios, reviewing test cases, testing in different instances, updates on testing tool, documentations, exploratory testing etc.
• Creating and maintaining tracking files
• Maintenance of test data & test users, system cleaning activities
• Content creation and managing application related community and docupedia
• Continuous process improvement, collaborations and regular alignments with relevant stakeholders for topics such as: Interfaces, Data Security etc
• Acquire and build-up knowledge of dependant applications or systems
• Support any Ad-hoc activities or new work-packages.
• Project Support (if necessary for any roll out activities)
• Supporting project managers in Lisbon for the further roll-out´s in the countries
• Preparation of pre-roll out activities including change and communication management

Project Lead for GS S/4HANA rollouts in the context of DRIVE (BBM) in close collaboration with BD project leader.

Scope of GS are Source-2-Pay (S2P), Book-2-Report (B2R), Bill-2-Cash (B2C), Hire-2-Retire (H2R) and the associated master data (MDM).

Steer a team of global experts and local specialists, mainly from GS, based on the S/4 industrialized procedures and standardized rollout work packages.

Support the development and improvement of the global methods and tools.

Maintain good communication and alignments with stakeholders, overall GB project leader and the other non-GS project teams to ensure GS deliverables are available on time, in quality and on budget.

Work as CLT ( Customer Loyalty Team ) member supporting IT Infrastructure operations and IT services for locations at RBIN.

Support budgeting, procurement, lifecycle management & operations of end user devices eg. laptops, desktops, iphones, ipads, printers etc and communication devices like hardphones as defined in respective processes - IT Fleet Management, Mobile Service delivery, Manage Print Services and Unified Communication Services ( Skype / MS Teams …etc)

Work as local network partner for central network team.

Administer and Manage IT support team at location.

Follow IT Service Management processes (ITIL) in accordance with defined service level/KPIs & organization guidelines, rules and regulations.

Work on and make effective use of new technology topics like Gen-AI, data analysis and data visualization platforms & automation tools to support business requirements and solutions.

Close coordination & collaboration with customers, stakeholders & cross functional teams on various IT Infrastructure projects & activities at location.

Support implementation of new IT products and solutions.

Consult and support internal customers on standard, cost effective IT solutions and support to deliver the same.

Cooperate with IT central teams to oversee, manage & maintain IT infrastructure activities, services & projects

Educational and Soft Skill:

Bachelor's degree or equivalent experience (information technology preferred)

5+ years IT relevant working experience

Expert knowledge and hands on experience on working and troubleshooting Microsoft operating system and Office products

Good knowledge and working experience on data analytics tools, data visualization platforms ( eg. Power BI, Tablue etc), automation tools and Gen-AI topics

Excellent in Written and oral English communication

Fluency in communicate and to work in international teams

Excellent communication and presentation skills

Familiar with latest IT technology or fast learner on new IT technologies

Knowledge / Certification of ITIL foundation

Certificate of MSCE / Data Analystics / Visualisation platforms / automation tools is an advantage

 Analytical and problem solving abilities

Ability to effectively prioritize and execute tasks in a high-pressure environment

Ability to work in a team-oriented, collaborative environment. lead with example

Good level of technical knowledge of network, hardware, OS. Hands on troubleshooting experience. Able to read and understand technical manuals, procedural/process documentation etc

Able to serve as business advisor/consultant and as knowledgeable resource for others

Good understanding of local, regional and global business requirements and the ability to translate them into IT solutions for the business

Effective interpersonal, written and oral communication skills. Able to present ideas in a user-friendly language

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:

Manage and resolve incidents, including complex hardware, software, and network issues.

Conduct detailed diagnostics to identify and resolve root causes of recurring or complex problems.

Resolve advanced Windows operating system issues, including system crashes, blue screens, and software conflicts.

Provide remote and on-site support as necessary to resolve issues that cannot be handled at Level 1.

System Administration:

Manage and troubleshoot issues related to Windows Server, including Active Directory, DNS, DHCP, and Group Policy.

Perform advanced tasks such as system imaging, software deployment, and virtual machine management.

Oversee backup and recovery procedures to ensure data integrity and availability.

Implement and manage security measures, including antivirus, patch management, and encryption.

Network and Security Support:

Diagnose and resolve network-related issues, such as IP conflicts, VPN connectivity problems, and firewall settings.

Monitor and respond to security alerts, and assist in mitigating potential threats.

Assist in maintaining network performance by troubleshooting issues and ensuring optimal configurations.

Documentation and Reporting:

Maintain thorough documentation of technical issues, resolutions, and procedures for future reference.

Generate reports on incident trends, system performance, and user satisfaction to identify areas for improvement.

Collaborate with Level 1 support and other IT teams to improve overall service delivery.Qualifications

Education:

Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.

Relevant certifications such as Microsoft Certified Solutions Associate (MCSA), CompTIA Network+, or similar are highly valued.

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.

Availability:

Willingness to work in shifts, including nights and weekends, as required.

On-call availability for urgent issues.

Job Description

• Maintain Customer focus at all times and respond to customers’ enquiries /orders/complaints (through e-mails, phone and fax) using the best Practice guidelines.  Answer all calls/mails/fax received at the Desk.

• Work within agreed service levels, striving to exceed customer expectations.

• Take ownership of queries and proactively follow through to resolution.

• Ensure all customers’ queries are investigated and resolved; escalate issues if appropriate, to the Team Leader.

• Is able to effectively use automated information systems.

• Maintain professional working relationship with internal and external customers, and colleagues.

• Adhere to agreed standards of quality and productivity and process all orders/ claims/ queries with a minimum 98% accuracy rate.  

• Assist in gathering business requirements and analysis activities to facilitate Continuous Improvement.

• Assist in documenting any requirements information and process maps clearly and to the agreed standards.

• Update the client on the status of the order. Handle MIS, generate reports.

• Handling Complaints/escalations.

• Meeting client requirements on time and effectively thereby winning their goodwill.

• Sensitization of the client requirements and accordingly prioritizing the activities.

• Work effectively as part of a team to achieve individual, team and organizational objectives, sharing knowledge and skills as appropriate.

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:

Manage and resolve incidents, including complex hardware, software, and network issues.

Conduct detailed diagnostics to identify and resolve root causes of recurring or complex problems.

Resolve advanced Windows operating system issues, including system crashes, blue screens, and software conflicts.

Provide remote and on-site support as necessary to resolve issues that cannot be handled at Level 1.

System Administration:

Manage and troubleshoot issues related to Windows Server, including Active Directory, DNS, DHCP, and Group Policy.

Perform advanced tasks such as system imaging, software deployment, and virtual machine management.

Oversee backup and recovery procedures to ensure data integrity and availability.

Implement and manage security measures, including antivirus, patch management, and encryption.

Network and Security Support:

Diagnose and resolve network-related issues, such as IP conflicts, VPN connectivity problems, and firewall settings.

Monitor and respond to security alerts, and assist in mitigating potential threats.

Assist in maintaining network performance by troubleshooting issues and ensuring optimal configurations.

Documentation and Reporting:

Maintain thorough documentation of technical issues, resolutions, and procedures for future reference.

Generate reports on incident trends, system performance, and user satisfaction to identify areas for improvement.

Collaborate with Level 1 support and other IT teams to improve overall service delivery.Qualifications

Education:

Bachelor’s degree in Computer Science, Information Technology, or a related field preferred.

Relevant certifications such as Microsoft Certified Solutions Associate (MCSA), CompTIA Network+, or similar are highly valued.

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.

Availability:

Willingness to work in shifts, including nights and weekends, as required.

On-call availability for urgent issues.

We are looking for freshers for a period of min. 6 Months, on paid Internship

Below are the key role and responsibilities of the Intern

• Maintain Customer focus at all times and respond to customers’ enquiries /orders/complaints (through e-mails, phone and fax) using the best Practice guidelines.  Answer all calls/mails/fax received at the Desk.

• Work within agreed service levels, striving to exceed customer expectations.

• Take ownership of queries and proactively follow through to resolution.

• Handling Complaints/escalations.

• Meeting client requirements on time and effectively thereby winning their goodwill.

• Sensitization of the client requirements and accordingly prioritizing the activities.

• Work effectively as part of a team to achieve individual, team and organizational objectives, sharing knowledge and skills as appropriate.

Hexagon Support Requirements: -        User Support and Troubleshooting:o   Serve as the first point of contact for end to end technical support (Hexagon Products ), handling inbound requests via phone, email, or ticketing system.o   Provide basic troubleshooting for Windows-based systems, including desktops, laptops, and peripherals.o   Monitor application components, services, use of licenses, and ensure that system is up and running and operates correctlyo   Assist with common issues related to software applications, network connectivity, and hardware malfunctions.o   Guide users through simple troubleshooting steps, such as rebooting devices, adjusting network settings, and reinstalling software.o   Work closely with vendor to tune and troubleshoot application including logging tickets and providing additional information while working directly with vendor support teamo   Log all incidents and service requests accurately in the ticketing system and ensure timely follow-up. -        Customer Service:o   Deliver excellent customer service by maintaining a professional demeanor and ensuring user satisfaction.o   Educate users on basic troubleshooting techniques and IT best practices to minimize recurring issues.o   Communicate effectively with users, keeping them informed about the status of their requests and any planned IT activities.Minimum 5+ years exposure handling Hexegon products(Support experience is must) 

B.Sc/BE/B-Tech in computer science/Electronics or equivalent.