IN-Associate-Support Engineer- C&C-TRS -Gurugram
About the job
SummaryBy Outscal
Line of Service
TaxIndustry/Sector
Not ApplicableSpecialism
OperationsManagement Level
AssociateJob Description & Summary
A career within Regulatory Risk and Compliance services, will provide you with the opportunity to help companies rethink their approach to risk and create a sustainable risk advantage. We’re a part of a unique client proposition, assisting our clients develop proper internal controls by leveraging analytics and technology solutions to underpin efficient execution of governance, to optimise their risk and compliance policies and processes, and improve business performance.Why PWC
At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more about us.
At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations.
Responsibilities:
· Actively managing the ticketing system and monitor the response and resolution SLAs for received tickets
· L1 ticket handling
o Responding to the client tickets with acknowledgement
o Conducting troubleshooting sessions with client
o Sharing updates proactively
o Resolution as per SLA
o Closure of tickets as per SLA
· L2, L3 ticket handling
o Responding to the client tickets with acknowledgement
o Understanding and analyzing the problem
o Troubleshooting on the application or in the backend database or coordinating with the application development team for the fix in the application
o Communicating the timeline and resolution as per SLA
o Closure of the ticket as per SLA
· Responding to client’s training queries regarding application’s functioning and usage
· Playing the role of first point of contact for the support desk and routing of tickets to various teams internally as applicable
· Managing the tickets from multiple clients and prioritizing tickets based on SLA, severity
· Receiving and acknowledging the feedback from clients and routing to various teams internally as applicable
· Timely reporting of ticket status to internal stakeholders
· Coordinating with other support team members for ensuring the timely resolution of tickets as a whole
· Maintaining support documentation proactively such as FAQ, manuals, support collaterals etc.
· Coordinating with application development team for following up on the L3 ticket deadlines and closure of tickets
· Coordinating with vendors for getting query resolutions as per SLA, where applicable
Mandatory skill sets:
Tech Support Engineer
Preferred skill sets:
Tech Support Engineer
Years of experience required:
2-4 Years
Education qualification:
(C.S. / I.T.) B.E. / B.Tech./ MCA / MCS
Education (if blank, degree and/or field of study not specified)
Degrees/Field of Study required: Bachelor of EngineeringDegrees/Field of Study preferred:Certifications (if blank, certifications not specified)
Required Skills
Technical Support EngineeringOptional Skills
Desired Languages (If blank, desired languages not specified)
Travel Requirements
Available for Work Visa Sponsorship?
Government Clearance Required?
Job Posting End Date
About The Company
At PwC, our purpose is to build trust in society and solve important problems. We’re a network of firms in 152 countries with over 327,000 people who are committed to delivering quality in assurance, advisory and tax services. Find out more and tell us what matters to you by visiting us at www.pwc.com. PwC refers to the PwC network and/or one or more of its member firms, each of which is a separate legal entity.
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