Support Service Associate Job in Noida at Iron Systems India Pvt. Ltd.

Iron Systems is hiring for the role of Support Service Associate!

Responsibilities of the Candidate:

• Complete required login hours daily, maintain self-discipline and attendance Schedule Adherence, and Maintain Daily Task Tracker.
• Address the client queries and provide solutions within the TAT (Turnaround time).
• Maintain the entire service function experience.
• Adhere to the Service Level Agreement (SLA).
• Address any problems/ grievances to the reporting manager that may have a bearing on productivity or efficiency.
• Attain Quality Threshold concerning quality assurance and critical errors.
• Ensure briefing schedules are adhered to and attended 100% of the time.
• Ensure that the existing processes are strictly followed for Service Delivery.
• Follow Standard Operating Procedures (SOP) to ensure execution and compliance of overall process cadences for the MVP Team.
• Ensure timely execution of initiatives, incidents, and problems, and address operational issues.
• Execute performance management initiatives and KPIs.
• Ensure the Technicians (Vendor or Freelancers) are assigned to the jobs as per SLA, as and when escalated.
• Ensure that appropriate approvals are in place before executing documents.

Requirements:

• Any Graduate / Postgraduate
• Proficient English reading and writing skills
• Proficient in Microsoft Office applications (MS Excel is mandatory)
• Highly organized of delivering deadlines
• Exceptional attention to detail and output-oriented
• Ability to follow SOPs
• Problem-solving skills
• Effective analytical skills
• Excellent verbal and written communication are a must
• Good to have prior experience working on ticketing portals.
• Ability to identify key issues and consistently apply a high standard of integrity, professionalism expertise, and business ethics.
• Should have the ability to handle pressure and meet deadlines.
• Ability to work independently and as part of a team.
• Good to have knowledge of cost-drivers and vendor market dynamics in the field services industry.
• Good to have hands-on experience on portals like Ticketmaster, ServiceNow, SFDC, Freshdesk, Zendesk, Jira, etc. Should be portal savvy.
• Good to have prior knowledge of Background verification requirements and drug tests as per local country law.