Career Info:-
Company Name: Ernst & Young
Company Website: www.ey.com
Job Location: Bangalore
Job Role: Generalist- Customer Support
Job Experience: Freshers
Job Eligibility: Any Graduate
Job Summary:
Candidate should be a Any Graduate.
Sound knowledge of all level 1 process & support documentation.
Excellent customer service skills.
Good communication skills.
Proactive.
Eye for detail and ability to apply knowledge gained when dealing with issues and communicating status clearly to the end user - not just scripted response.
Ability to analyse an issue, understand the problem, troubleshoot it and ensure that all of the issues are understood and responded to.
In addition the generalist should be able to provide the user with other data that may be useful where appropriate.
String troubleshooting skills.
Basic technical knowledge of internet and related systems.
Job Description:
This role provides general level 1 support for all applications across the operations spectrum.
The role will be shift based and the generalist team will work together to handle support queries through multiple channels such as phone, email and livechat.
The generalist role will report to a lead generalist on each shift.
Generalists will be required to gain a broad knowledge of all of the applications that they support and should also be able to identify when a query needs to be escalated to a specialist team.
Job Responsibilities:
Helpdesk:
Deal with all Level 1 queries for multiple applications within SLA, using WFT, Phones, Email and livechat.
Escalate level 2 issues to the Lead Generalist with all relevant documentation and troubleshooting.
Escalate site outages etc to DCO Helpdesk, and inform the generalist lead or specialist who will write the communications.
Proactively identify ways to improve the operational support model and work with the Generalist lead to implement these.
Logging queries and updating them in the relevant work systems.
Reporting:
Run basic reports using web trends, ensure that reports are accurate and formatted correctly.
Understand the reporting standards and definitions and conform to these when producing reports.
Enrolment.
Adding users and companies for EYOnline.
Managing approval queues for companies, users and content index.
Engagement admin.
Project support as required.
Involvement in training for new hires.
Job Skills:
Excellent Communication skills.
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