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Associate - Platform Support

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ZS

1mo ago

  • Job
    Full-time
    Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Pune

AI generated summary

  • You should have a Bachelor’s degree, 1-2 years of customer support or IT ServiceDesk experience, AWS knowledge, strong communication skills, and the ability to work varied hours in a 24/7 environment.
  • You will handle escalated requests, troubleshoot IT issues, gather user feedback, manage tickets, report recurring problems, and support administrative tasks in a 24/7 environment.

Requirements

  • Bachelor's degree required, Master's degree desirable.
  • 1-2 years of relevant experience in customer support, or as an IT ServiceDesk Associate (preferred).
  • Knowledge of AWS services / AWS certifications preferred.
  • Knowledge on AWS fundamentals, IAM, Redshift, S3 and workspaces.
  • Knowledge about service catalogs, incident management, case management, change management and should have Experience in managing Service desk emails.
  • Prior work experience in a similar role is preferred.
  • Ability to approach problem-solving methodically and analytically.
  • Strong oral and written communication skills.
  • Strong customer service orientation.
  • Ability to work varied hours, enabling support in a 24/7 environment.

Responsibilities

  • Handle request escalation from multiple sources like email, telephone, and cases.
  • Input requests into problem tracking database and assign Tier 2 group for resolution.
  • Solicit user feedback of services to upgrade service quality.
  • Troubleshooting IT-related issues for a user population of ZS employees and clients using ZS proprietary software via telephone and remote access.
  • Contribute to improving user support by actively responding to queries and handling complaints.
  • Establish best practices through the entire Tier1 support process.
  • Working in a 24*7 environment.
  • IT team projects as assigned.
  • Proactively report unusual and recurring issues to management.
  • Complete administrative tasks, such as tracking emails/tickets, assisting with organizational efforts.

FAQs

What is the job title for this position?

The job title is Associate - Platform Support.

What primary responsibilities will I have in this role?

You will handle request escalations, input requests into a problem tracking database, troubleshoot IT-related issues, improve user support, and complete administrative tasks, among other duties.

Is experience in customer support required for this position?

Yes, 1-2 years of relevant experience in customer support or as an IT ServiceDesk Associate is preferred.

What qualifications are needed for this role?

A bachelor's degree is required, and a master's degree is desirable. Knowledge of AWS services and relevant IT support skills is also preferred.

What are the working hours for this position?

This role requires the ability to work varied hours in a 24/7 support environment.

Are there opportunities for professional development in this role?

Yes, ZS offers robust skills development programs and multiple career progression options.

Is there a need for certification in AWS services?

Knowledge of AWS services and certifications are preferred for this position.

Will I need to interact with clients in this role?

Yes, you will be troubleshooting IT-related issues for ZS employees and clients.

What is ZS's approach to diversity and inclusion?

ZS is committed to building a diverse and inclusive company, valuing candidates from all backgrounds.

How do I apply for this position?

You can apply online and must provide a full set of transcripts (official or unofficial) to be considered.

Will I receive benefits as part of this role?

Yes, ZS offers a comprehensive total rewards package including health and well-being, financial planning, and personal growth opportunities.

Is there a specific technology platform I need to be familiar with for this position?

Yes, familiarity with ZS proprietary software, AWS fundamentals, and IT service management processes is beneficial.

Are agency calls accepted for job inquiries?

No, agency calls are not accepted.

What should I do if I don’t meet 100% of the qualifications listed?

ZS encourages you to apply even if you don't meet all the requirements, as they are interested in finding the best candidate for the job.

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ZS

Impact where it matters

Consulting
Industry
10,001+
Employees
1983
Founded Year

Mission & Purpose

ZS is the place where ambitions are welcomed and where passion changes lives. As a management consulting and technology firm focused on transforming healthcare and beyond, we invite you to grow with our global team of bright minds. At ZS, we believe that making an impact demands a different approach; and that’s why here your ideas elevate actions, and here you’ll have the freedom to define your own path and pursue cutting-edge work. Join us and work side-by-side with like-minded people who rise in care of humanity’s greatest challenges to define what’s next.