Support Desk Specialist

About Voiro

Voiro is India’s first revenue management suite for ad-led digital publishers. Voiro tackles the complex problems of monetizing content, especially live sports, reality TV and entertainment, through data-intelligent advertising. 40% of Indias digital over-the-top (OTT) publishers run with Voiro. www.voiro.com

Job brief

We are looking for a “Support Desk Specialist” to work with our users to ensure Product success. Support Desk Specialist will work closely with the users of the product to ensure easy usage of the system and resolution of any issues faced. Communication and critical reasoning are core skills required for the role.

Responsibilities

• Meet and coordinate with internal and external stakeholders to enable product success
• Manage ticket query system and ensure a comprehensive database of queries and resolutions is kept up to date
• Provide necessary support relating to the product, usage, reports or queries.
• Communicate with customers regarding tickets, events, and maintenance.
• Escalate and track to closure items which require assistance from other teams/ members.
• Analyse client requirements/ issues; Confer with the Product and Customer Success team regarding new requests and critical issues
• Provide training to the users regarding any specific areas as required
• Monitor product health and ensure system operation according to the specifications
• Bring in continuous improvement in SLA and customer satisfaction levels
• Strict adherence to processes
  
  

• Exceptional verbal and written communication skills
• Good listening skills, logical reasoning and critical thinking
• Strong organizational skills and attention to detail
• Practical knowledge in using the Office suite (Microsoft Office/ Google Apps)
  
  

• Bachelor’s or master’s degree
• 1-2 years of work experience (fresher)