Job Description

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About Sirion:

Sirion is a Contract Lifecycle Management Leader! At least that\'s what premiere analysts such as Gartner, Forrester, and IDC believe. We are SaaS innovators, working at the intersection of artificial intelligence and legal technology to transform how businesses contract for success. Our product is trusted by Fortune 500s and major global enterprises such as Schneider, Morgan Stanley, Qantas, Unilever, IBM, Vodafone, Alstom, and Novartis, to create, negotiate, and manage 5+ million contracts worth more than $450bn across 70+ countries around the world. We are on a hypergrowth journey and our recently closed $110 million Series D funding is adding to our momentum.

About the role:

Service Desk candidate will be the first line of contact for L1 support, service requests & technical support. Service desk team works (24x7x365) and support Sirion product for customers present globally (US, Europe, Australia, APAC). Candidate will be responsible for the execution of ITSM processes, ticketing solution monitoring with chat support/online bot & service level compliance.

Designation : Analyst / Sr Analyst - Service Desk

Experience : 3 - 8 yrs

Location - Gurgaon/Bangalore

Responsibilities: * A degree in technical education/computer science (B. Tech, M. Tech, BCA, MCA)

• 3-6 years of work experience with technical, Customer Support, SaaS product or application support background
• Proficient in handling global customers and preferably
• Well versed with ITSM Processes (Incident & Problem Management, Release Management, Change Management)
• Excellent communication (written and verbal) & interpersonal skills
• Good time management and organizational skills
• Monitor ticket queue and support Sirion application queries
• Support L1 requests and timely closures
• Identify ticket categories and route to other department in timely manner
• Represent the Sirion to ensure serviceability and product quality issues are being tracked, prioritized & resolved.
• Work in 24x7x365 environment (rotational basis)
• Assist representatives from counterparts of application and participate in issue closure
• Coordinate with different teams and provide support to all onshore and offshore sites.
• Follow standard process for escalation of unresolved issues with product & engineering teams with timely follow-ups.
• Build process documentation, SOPs & Knowledge articles.
• Ensure tickets have appropriate information, assigned to the right teams, and are classified with the appropriate impact & urgency

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