VFRESHERS

About Company : Franklin Templeton International Services India Pvt. Ltd (FTISPL) is the Indian Services wing of Franklin Templeton Inc, one of the Top Global Investment Management Company committed to offering High Quality Products and providing outstanding services to our customers who are individuals, institutions, pensioners, trusts, partnership firms and other clients. FTISPL at Hyderabad offers various IT /Business related service and support. It stands as a key business enabler of world-wide operations for Franklin Templeton Investment. Our vision is to be a premier global investment management organization by offering high quality investment solutions, providing outstanding service and attracting, motivating and retaining talented individuals

Experience:0 – 4 Years

Location:Hyderabad / Secunderabad

Job Description : Provide enterprise-wide, first-level phone support to internal employees for Franklin Templeton Technologies (FTT) related problems and requests for service.
Provide quality customer support with a high degree of customer service, technical expertise and timeliness.
Receive, log, classify and process problem/trouble calls reported to the Solution Centre
Identify, diagnose and resolve user problems or escalate problems to Tier 2/Tier3 support for resolution. Be the customer advocate, ensuring that FTT provides the business unit with required levels of service
Execute and coordinate escalation and notification procedures for all problem types reported, including but not limited to, the crafting and sending of paging and email service alerts
Resolve at least 76% of all problem calls
Provide customers with timely follow-up status on reported issues as required
Provide detailed event/problem summary reports as required
Represent department in user acceptance testing planning and testing activities.� Assist with the coordination of department needs/activities, implementing new applications, and department processes as required
Assist Solution Centre management with daily departmental activities and special projects as required
Provide necessary training and assistance to business customers, assisting them with problem identification, escalation and resolution.
Identify department training needs

Desired : Information Technology related Bachelors Degree or equivalent combination of training and experience
Minimum 1-3 years help desk experience, working in a technical service center environment
Experience with problem tracking systems
At least 1 year experience in specific technical areas including PC h
We rely on attracting and retaining employees of exceptional quality. In addition, we work to instill a performance driven culture that reinforces accountability, innovation, and professional development.