Executive - Level 2 Support


(2+ Years)

Roles and Responsibilities
  • Provide technical and functional support to customers based on customer reported tickets/issues.
  • Diagnose and troubleshoot issues
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat, until they’ve solved an issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. Level 1 or Level 3 teams, Software development team or Testing team)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals
Candidate Profile & Skills required
  • Proven work experience as a Support Engineer, (Call & E-mail), IT Help Desk Technician or similar role
  • Good understanding of computer systems, mobile devices and other tech products
  • Excellent problem-solving and communication skills (written and verbal)
  • Ability to provide step-by-step technical help, both written and verbal
  • Degree in Information Technology, Computer Science or relevant field
  • Any certifications on the support process or customer handling process will be a plus. (WebOps, ITIL)
  • Ability to multi-task and do close follow-ups to completion of activities
  • An overall understanding of the software industry, e-commerce domain and agile project management process will be a plus
  • Ambitious, Self-driven, self-motivated, and comfortable with aggressive deadlines and executing on fast iteration cycles
  • Excellent interpersonal skills
  • Must be a very good team player

Send resume tocareers@mozanta.com


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