Global Support Operations Specialist Job in New Delhi at Shiji Group
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Global Support Operations Specialist
Shiji Group
Full Time Job
Not Disclosed
2-5 years
Posted 10 days ago
Location
- New Delhi
Skills Required
- Microsoft Excel
- MS Power Point
- MS Office Outlook
- Operations Management
About this Job
Shiji Group is hiring for the role of Global Support Operations Specialist!
Responsibilities of the Candidate:
- Administer and support the call/IVR system, ticketing system, remote access tools, and support reporting platforms.
- Configure call queues, routing, recordings, and other IVR features to meet operational needs.
- Manage ticketing workflows and user access in alignment with global support policies.
- Provide technical assistance to support agents and managers on tool usage, ensuring adoption and effective utilization.
- Act as the primary point of contact with vendors for break/fix incidents, upgrades, and platform improvements.
- Track and follow up on vendor cases to ensure timely resolution and minimal service disruption.
- Generate recurring and ad-hoc reports using support reporting tools for use by Support Management.
- Ensure reporting outputs are accurate, timely, and aligned with SLA and operational requirements.
- Support the implementation of new support technologies and tools, including testing, rollout, and training of users.
- Maintain and update system documentation, including procedures, configurations, and user guides.
- Assist in auditing and monitoring processes to ensure compliance with global standards.
- Partner with IT for application upgrades, integrations, and technical troubleshooting related to support platforms.
- Collaborate with the Global Manager of Support Operations on improvement initiatives and system enhancements.
- Work flexibly with colleagues across time zones, occasionally participating in early morning or evening calls.
Requirements:
- Associate’s or Bachelor’s degree in Information Systems, Business, or related field, or equivalent experience.
- 2–5 years of experience in support operations, technical support, or IT systems administration.
- Hands-on experience with IVR/call center systems, ticketing and case management tools, and remote access applications.
- Proficiency in Microsoft Office tools, particularly Excel, Outlook, and PowerPoint.
- Strong ability to learn and adapt to new technologies, with proven skills in system configuration and administration.
- Effective communicator able to work across diverse cultures and collaborate with global teams.
Eligible Degrees
+96 More
Who can apply
Documents Required
1. Resume
2. ID Proof (e.g. Aadhar Card, PAN Card, etc.)
About Shiji Group
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