Tata Consultancy Services
Website:
tcs.com
Job details:
Role -TSR/Agent
Required Technical Skill Set**
GCP/GWS Technical Support
Desired Experience Range**
6 months-2 years
Location of Requirement
Chennai, Indore
Desired Competencies (Technical/Behavioral Competency)
Must-Have**
(Ideally should not be more than 3-5)
- Excellent Comm skill(verbal /Written)
- Typing skill (typing skills (Min 60 to 80 WPM))
- Troubleshooting Experience: diagnosing, and resolving complex issues with SOP documents
- Support Experience: Familiarity with support methodologies, case lifecycles, and analytical skills for breaking down issues.
- Knowledge on any Ticketing tool , ITIL knowledge
Good-to-Have
- Exp 6+ months of experience in infra , Storage, Service Desk
- Knowledge and hands on experience on Google products. (Gmail,Calender,Meet,drive,Docs,Sheet,Slides, Gemini app, Notebook LLM,Keep,Sites,Forms,Appsheet)
- Google Workspace Administrator certification it would be great advantage.
Responsibility of / Expectations from the Role
1 Response, diagnosis, resolution and tracking by phone, email, chat of customer support queries
2 Maintain response and resolution speed as defined by Service Level Objective (“SLO/s”)
3 Keep high customer satisfaction scores and follow quality standards in 90% of cases
4 Use existing knowledge base to provide a customer facing root cause assessment; and
5 Provide customer facing bug progress summary using available tools and platforms.
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