Product Support Tech

Job Description

Neustar , Inc. is a leading global information services provider driving the connected world forward with trusted , holistic identity resolution. More information is available at https: / / www.home.neustar . Job Requisition: R - 2008 Product Support Tech (Open Date: 12 / 03 / 2018) Primary Location: BANGALORE Overview The Service Desk forms part of the product support team and is charged with maintaining the performance and availability of the production services of Neustar , and where applicable ensuring that these production services meet or exceed their prescribed SLAs. As a Service Desk Analyst , you are the primary point of contact for Neustar Registry India customers. This position will provide first level support , across the Neustar Registry range of products and services. Key Areas of Responsibility Customer Service Answer email and phone service queries within the prescribed timeframe Ensure customer complaints are reported , corrected and dealt with in an efficient manner Ensure you have the appropriate knowledge to handle all enquiries and continue to learn about the products Direct issues that can t be resolved or are unsure of to the correct escalation point Keep record of enquiries , comments and complaints as well as actions taken in the ticketing system Follow up on customer interactions to ensure customer satisfaction Follow all predefined processes and standards with accuracy and thoroughness Answer and handle all calls in the Group s best interests including a consistent and professional approach to receiving and managing sales , media and other external calls Continuous Improvement Seek feedback and follow up information from customers. Communicating the customers perception of value and quality to the business and identifying: Any bugs in the software that result in issues for the customer and escalate accordingly Any improvements that could be made to the software itself , its features or functionality , to bring it more in line with what the customer defines as quality or value and escalate accordingly Any improvements to the software s inbuilt Service functionality that could reduce customer frustration / the need to make a Service call. Examples being password recovery utilities , online help , FAQs , layout improvements to make things easier to find , etc. and escalate accordingly Take initiative to look for opportunities to develop and deliver processes and tools to the Service Desk team that help fill gaps or further enhance service Training Onsite training for DNRS clients Operations staff Registry operations Registry portal operation Provide training to Registry clients (eg: Portal training for Provisional and Accredited Registrars). Provide training to internal stakeholders. Share information and lessons learnt with other technicians. Develop and maintain relevant documentation , knowledge base articles and training materials. TLD Policy Maintain a knowledge base of the Domain Name Policy for all TLDs that are supported , specifically in relation to Registry System operation Understand and implement other TLDs policies as configuration inputs to the DNRS software itself Reporting and tracking Maintain and track issues within the Group s approved issue tracking system. Other reports to be developed as required by the business Develop an understanding of reporting tools , report - building tools and basic data structures for reporting Develop application - specific reports to enhance the use of application Weekend / Rotating Roster In this role you will be required to work on Weekends on a rotating roster basis , based in the office to support our clients Key Skills , Experience and Knowledge Previous experience in a customer service position Qualifications in IT or related fields advantageous Strong interest and passion in software and technology Experience in a desktop support or similar role Excellent written and verbal communication skills Strong analytical skills and attention to detail Focused on the outcome for the customer Strong aptitude to learning new skills and thrives in a busy environment Understanding of the Domain Name industry (to be gained) Understanding of the Neustar Registry business (to be gained) Neustar does not accept unsolicited resumes from external firms or agencies. Neustar will not be responsible for placement fees associated with unsolicited resumes. DIVERSITY Diversity , inclusion and teamwork are second nature to Neustar; and these values permeate our entire business structure. Neustar is committed to creating an environment where a wide spectrum of opinions and beliefs are actively sought , listened to and respected. Further , our talented workforce draws from the many geographic areas and markets in which Neustar operates worldwide , which represents a distinct competitive advantage. The rich and varied personal and professional backgrounds of our employees make Neustar a dynamic and rewarding company at which to build a career. We invite you to join us. EOE of Minorities / Females / Vets / Disability Neustar , Inc. considers all applicants for employment without regard to race , color , religion , sex , national origin , age , disability , sexual orientation , or status as a Vietnam - era or special disabled veteran in accordance with federal law and other state and local requirements. Neustar , Inc. , complies with applicable state and local laws prohibiting discrimination in employment and provides reasonable accommodation to qualified individuals with disabilities in accordance with the American with Disabilities Act (ADA) and applicable state and local laws. ,

Keyskills :
ervice deskonline helpstrong analytical skillscustomer complaintsproduct supportreporting toolspassword recoverycustomer serviceknowledge basefederal lawanalytical skillsdesktop supportdata structures