Job Description

Who are we:
We\xe2\x80\x99re Eptura\xe2\x84\xa2 \xe2\x80\x94 a global worktech company that provides software solutions for workplaces, people, and assets that enable everyone to reach their full potential. Our people are at the heart of everything we do, spanning 11 global offices with 1,000+ employees. Together, we\xe2\x80\x99re dedicated to making workplaces and assets work harder for people everywhere, giving them the opportunity to thrive.

Location: DLF Cyber Hub, Gurugram

Role Overview:

• Supporting and Guiding new and existing customers around the globe via email, call, Jira.
• Identifying customers\xe2\x80\x99 needs, clarify information, research, provide solutions and/or alternatives.
• Documentation, recording and updating incidents and issues reported by customers on JIRA Tool.
• Coordination with different departments around the world to provide the best solutions to customers.
• Rotational Shifts / on call.

• Experience of providing Support over call or email to Global clients.
• Ability to get to the root cause of the problem.
• Hands on Experience for supporting technical issues and queries raised by the clients across the globe.
• Excellent communication skills to manage global clients.
• Should be cognizant of incident management, problem management, change management and release management.
• Experience in documenting, recording and updating incidents in ITSM tools.
• Support Global Enterprise Customers.
• Strong Troubleshooting Skills.
• Provide in-depth analysis of incidents to determine root cause and solutions of technical issues

• Experience customer service and Exceptional communication skills.
• Experience of providing Support over call/email/ITSM tools to Global clients.
• Hands on Experience for supporting technical issues and queries raised by the clients
• Should be aware of ITIL best practices
• Troubleshooting and Analytical Skills
• Basic knowledge about .Net, SQL and other Microsoft technologies

• Experience on troubleshooting network issues.
• Hands on Experience on Azure App Insights.

• Health insurance fully paid\xe2\x80\x93Spouse, children, and Parents
• Accident insurance fully paid
• Flexible working allowance
• 25 days holidays
• 7 paid sick days
• 10 public holidays
• Employee Assistance Program

• Follow us on Twitter | LinkedIn | YouTube
• Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.