Technical support/ application support L1

Technical support/ application support L1

Position- Technical support/ Application support L1

Job Location- India

 Company Overview 

Prospecta was founded in 2002 in Sydney, Australia, to provide niche services to enterprise customers offering solutions around data management. We have a passionate and dedicated team of nearly 200 people globally with offices in Australia, the US, and India.

We’ve been recently backed by a leading Private Equity in Australia who sees the value in our product and wants to be part of it by helping us grow successfully into an IPO.

MDO is our product which is an enterprise data platform focused on building data culture by governance and data quality.

We are a preferred SAP partner globally and have several Fortune 50 companies use our solution.

 Culture 

Our culture is built around growth, as we are all loving this challenge. We have a passionate team who work collaboratively to create value of our customers. Our team are from diverse backgrounds, which makes it an exciting place to work.

We aim to create an environment that prioritizes individual development and is built on mutual success culture. Both professional and personal development are major factors contributing to an individual’s success. Therefore, we support our employees’ passion, making them feel more engaged and motivated at work and life in general. Career progression looks less like climbing a ladder and more like a continuous flow of exciting, meaningful opportunities that facilitate personal development and technical mastery under the mentorship of great leaders.

We are a growing organization backed by private equity funding that allows us to scale up, and “Human Capital” is fundamental. We have flexible working arrangements during these unprecedented times to come to work only for two days, only if you live near a Prospecta Office. We have an interconnected organizational structure with the focus on being agile, responsive, and achieving outcomes.

Our Benefits are a mix of the Industry Benchmark Compensation and the Employee Share Options. The ESOP’s are more notable in Prospecta, as there is substantial growth in the coming years. We are all striving and contributing towards the growth of our options.

If you are the one who would want to be part of the growing company and, at times, wear multiple hats and does not resist walking that extra mile to meet the goals, then this is the workplace for you.  We courageously work hard and aim to push the boundaries in everything we do while sharing a sense of fun and celebrating both the small and big wins.

Job Description

Ensure that L1 Support provides timely and accurate support on a daily basis and ensure that all individual and team KPIs are met; escalate internally any risks which would make it impossible to meet those KPIs and trying to mitigate those risks.

Taking ownership of support incidents and use all available resources and knowledge to resolve them.

Asking insightful questions that get a better understanding of the customer’s problem on chat or calls.

Doing screen shares wherever necessary with clients and getting on calls to assist them.

Generating solutions using your product knowledge and our knowledge bases.

Logging, prioritization, tracking, and routing incidents reported by users – this is primarily a service desk kind of environment in which tickets are logged.

Equipping and Educating the team with the right information in order to make preliminary troubleshooting seamless for them.

What will you get? 

You will be part of a rapidly growing Australian-based global company. You will be part of a team who are experts in enterprise data management, working in a company that has a 20-year history of delivering valuable client solutions.

You will have the opportunity to take your experience and skillsets to new levels We are an inclusive organization that respects diversity and is supportive of flexible work practices. The contribution of our people is our greatest asset – we appreciate that and continually strive to provide an environment that encourages autonomy, mastery and purpose.

Note: The Candidate would be required to work from India in US/Canada Shifts.

 

 

 

Job Category: Technical Support
Job Type: Full Time
Job Location: India

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