Associate - TAC

Job description  .

Our most valuable asset is our people  .
At  ZS  we honor the visible and invisible elements of our identities, personal experiences and belief systems the ones that comprise us as individuals, shape who we are and
make us unique. We believe your personal interests, identities, and desire to learn are part of your success here. Learn more about our diversity, equity, and inclusion efforts and the networks ZS supports to assist our ZSers in cultivating community spaces, obtaining the resources they need to thrive, and sharing the
TAC (Technical Assistance Center) Associate

We seek TAC Associates to join our WTC office in Pune, India. TAC Associates handle 1st level support calls/emails/chats from ZS offices worldwide in a user environment consisting of PC/MAC running the standard suite of business applications.

What youll do:
Troubleshooting IT-related issues for a user population of ZS employees and clients using ZS proprietary software via telephone and remote access.
Provide L1 Technical Support for the Windows/MAC machines, printer ZS proprietary software.
Diagnose and resolve technical issues related to operating systems, applications, and hardware
Familiarity with basic networking concepts and protocols.
Common query topics include - VPN, Outlook (and other O365 Apps and Services), Active Directory and Exchange, Network Connectivity, Software Installation (using SCCM and Privilege Management), File Server and File Share access, FTP, Application specific issues, Intune Support Management etc.
Handling administrative tasks such as tracking TAC calls/chats, timely follow up of all assigned tickets in your bin until closure, re-assigning tickets to the relevant L2 teams and following up via emails as required, assisting with organizational efforts, maintaining chargebacks for licensed software etc
Additional TAC projects/tasks as assigned based on performance.
What youll bring  :
Strong oral and written communication skills
Ability to approach problem-solving methodically and analytically
Bachelors degree required, Masters degree desirable
1-2 years of relevant experience in Customer Support, or preferably IT Helpdesk / Service Desk
Strong customer service orientation
Professional appearance and demeanor, with ability to exercise good judgment and discretion
Ability to work varied hours, enabling support in a 24/7 environment
A+ certification or Microsoft Certified Systems Administrator (desirable, not mandatory)

Experience with Service Now tool (desirable, not mandatory)
Certification in ITIL or similar framework .
Perks Benefits:
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Travel:
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Considering applying
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To Complete Your Application:

Role:
Customer Success Associate

Industry Type:

Management Consulting
Department:
Customer Success ,  Service & Operations

Employment Type:

Full Time, Permanent
Role Category:  Customer Success
Education
UG:  Any Graduate
PG:  Any Postgraduate
Key Skills
Customer service orientation  Networking  VPN  Financial planning  Active directory  Customer support  Windows  Troubleshooting  microsoft  Technical support