Business Unit:
At Globys we engineer and deliver world-class, industry leading B2B portal solutions for the world’s largest telecom carriers, including T-Mobile, One.nz, TELUS, Lumen and TELSTRA. We’ve leveraged our past success to extend our portal solution to span the entire customer journey (buy, manage, pay, analyze). Microsoft, Apple, Coca-Cola, Google, Wells Fargo, and US Navy are just a few of the 500,000+ business customers that rely on Globys’ solutions (via their carrier) to optimize the management of their mobile devices.

Job Summary:

We are looking for a Technical Customer Care Representative to be our primary point of contact in a 24X7 department, helping our customers and being the voice of the customer internally at Globys.

The nature of the support is related to technical service requests, requests for information, and incident control and communication whether due to a software defect or an error in the service. This energetic individual will be the primary point of customer contact for our international customers, service technical customer requests, and provide exceptional service.

Primary Functions:

• Quickly become a technical Subject Matter Expert (SME) on the Globys suite of products
• Acknowledge customer issues promptly, process correspondence, and undertake telephone duties
• Reproduce customer issues, determine workarounds and escalate to tier 2/3 Support as necessary
• Respond to customer functionality questions and provide informal training
• Gather supporting data from multiple sources to aid in determining incident Root Cause Analysis (RCA)
• Drive support queries and tickets to resolution and provide updates internally and externally
• Engage appropriate cross functional team members (engineers, QA, Operations) with action items
• Ensure all work is dealt with accurately and followed up daily
• Create accurate daily shift handoff reports
• Communicate often with customers—daily updates for all incidents
• Create metrics reports, presentations, and training materials as requested
• Cover other team areas or duties as required.

Work Mode: Remote

Shift Timings: 1:30am to 10:30am IST
Location: Remote

What We Are Looking For:

• Bachelor’s degree in computer science, Mathematics, Physics or other technical discipline preferred
• 2-3+ years of experience in a support role for managed applications
• An intermediate understanding of web application architecture
• An analytical mind with a desire to investigate and learn
• Excellent verbal, written, and oral skills including ability to present complex information
• Ability to understand technical concepts
• Ability to manage time effectively and consistently meet deadlines
• Ability to review and understand process flow analysis and methodology
• Must be organized and methodical in approach to workload
• Ability to establish rapport with customers in Globys stakeholders
• Proficient with Microsoft Office Suite; primarily Outlook, Word, Power Point, and Excel 
• Ability to script solutions in one or more scripting languages, e.g. PowerShell, Python, BASH are a plus.

Soft/ Behavior Skills:

· Good Communication and Collaboration.

· Strong ARO

· Customer Management

Benefits:

• Annual Public Holidays as applicable
• 30 days total leave per calendar year
• Mediclaim policy
• Lifestyle Rewards Program
• Group Term Life Insurance
• Gratuity
• ...and more!