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23/07 Namratha Sanjay
Talent Specialist at Xpheno Private Limited

Views:122 Applications:59 Rec. Actions:Recruiter Actions:3

Customer Support/Service Role (3-6 yrs)

Anywhere in India/Multiple Locations/Bangalore Job Code: 224770

Business Support Specialist :


- The Business Support Specialist is responsible for providing technical assistance for Citrix Education products to customers via phone, email, and other channels as appropriate. 


- The Business Support Specialist focuses on in-depth problem analysis to resolve issues that customers experience in the labs, lab guides, websites, and other tools maintained by Citrix Education. 


- The Business Support Specialist leverages their knowledge of Citrix, Microsoft, and networking technologies to quickly identify issues and communicate resolutions. 


- The Business Support Specialist also addresses general, non-technical issues raised by the customer. 


- The Business Support Specialist uses fundamental troubleshooting skills and technical knowledge to isolate, analyze, and provide resolution to customer issues.

- Provides technical assistance to customer inquiries while adhering to established Service Level Agreements and Key Performance Indicators 


- Performs problem analysis and isolates problems with general oversight or instruction from Technical Leads or Management 


- Responsible for efficient and effective case management while adhering to established standard operating procedures for case documentation, customer follow up, troubleshooting, research, etc. 


- Responds to inbound work items via phone, email, and other channels as appropriate 


- Contributes to the knowledge base in the form of new or updated technical documents focused on issue resolution or prevention 


- Validates and qualifies complex customer issues and business impact, which may require collaboration with content developers, consultants, and web developers 


- Responsible for case management while adhering to established Quality Assurance guidelines 


- Determines root cause and provides resolution for customer issues 


- Contributes to knowledge management system in the form of updating or creating policies and procedures

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

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