Technical Support Associate
17 hours ago
Company Overview
TNS Inc. is a leading provider of technology solutions for the payment industry.
About the JobWe are seeking a highly motivated and customer-focused Helpdesk Support Specialist to join our team.
The successful candidate will be part of a dynamic support team providing first line support across our product portfolios, including TNS Accept, Connect, and Orchestrate.
This role involves working a 24 x 7 shift rotation, providing a customer point of contact for general enquiries, service requests, or incident support.
Key Responsibilities- Provide exceptional customer service through timely escalation, communication, and updates.
- Execute documented processes to resolve first-line requests or issues.
- Collaborate with internal technical support groups and third-party organizations in support of service incidents.
- Maintain high levels of verbal and written communication with customers, partners, and internal stakeholders.
- Support post-incident impact analysis and change management activities.
- Deliver against customer-facing SLAs and internal OLAs.
- Previous experience in a 24/7 operations service desk or technical support role.
- Experience with ticketing systems for fault tracking, such as Remedy or Salesforce.
- Professional working attitude with strong communication skills.
- Ability to query SQL databases.
- Analytical approach to fault-finding with proven ability to follow processes and diagnose application problems.
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