Infogain looking for Sr. Executive, Austin, Texas, US 3 - 4.5 Years Experience in Infrastructure Support L1
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Sr. Executive with skills Infrastructure Support L1, Infrastructure Support L1 for location Austin, Texas, US
ROLES & RESPONSIBILITIES
  • Responsibilities:
  • Agent logs, receives and tracks trouble tickets, assigns them to a technical specialist (could be themselves or someone else) for action and ensures that their tickets are resolved/closed out within the ticketing system.
  • Provides telephone support to end-users on hardware, software and other store system related issues.
  • Provides first-level problem resolution on the telephone with users; and walks the user through a series of steps to determine issue; classifies level, priority and nature of problem.
  • Opens, tracks, taking ownership of issues and promotes end-user satisfaction; tracks activities of technical support specialists to whom tickets were assigned.
  • Works with Level 2 and other escalation points to resolve technical issues.
  • Provides Remote Access Support through various VPN connections.
  • Provides a high level of customer service in a fast-paced environment with phone calls, emails, and messaging.
  • Follows up with existing tickets/inquiries, as appropriate.
  • Accurately classifies and records details of inquiries into a web-based ticketing system.
  • Effectively manages/prioritizes time to ensure that minimum Service Levels are met and/or exceeded.
EXPERIENCE
  • 3 - 4.5 Years
SKILLS
  • Primary Skill: Infrastructure Support
  • Sub Skill(s): Infrastructure Support L1
  • Additional Skill(s): Infrastructure Support L1
ABOUT THE COMPANY

Infogain is a human-centered digital platform and software engineering company based out of Silicon Valley. We engineer business outcomes for Fortune 500 companies and digital natives in the technology, healthcare, insurance, travel, telecom, and retail & CPG industries using technologies such as cloud, microservices, automation, IoT, and artificial intelligence. We accelerate experience-led transformation in the delivery of digital platforms. Infogain is also a Microsoft (NASDAQ: MSFT) Gold Partner and Azure Expert Managed Services Provider (MSP).

Infogain, an Apax Funds portfolio company, has offices in California, Washington, Texas, the UK, the UAE, and Singapore, with delivery centers in Seattle, Houston, Austin, Kraków, Noida, Gurgaon, Mumbai, Pune, and Bengaluru.

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