Technical Support

World Compliance Technologies is a provider of secure ID and access management. WCT's software suite automates the identification of people, the automation of processes, and the enforcement of security and regulatory policies that are crucial to the safe and profitable operation of your business. The product suite includes middleware and ready-to-deploy application software for e-government and enterprise deployments. With a strong emphasis on product research and development, WCT's biometric solutions have paved the way in identity and security management. Additionally, the product provides automated Watch List Screening for Trade Compliance and Visitor Management Solutions.

Location: Gurgaon (WFO)
Total Experience- 2-3 Years
Relevant Experience- minimum 2 Years (not less than that)
Budget- 3 LPA-5 LPA
Notice Period- Immediate- 30 Days (max)
Mandatory skills required- IT Software Industry (Mandatory), IT Support, Help Desk Support, Help desk software Suite, ITIL methodologies and practises, SQL and or Oracle principles, client servicing, production support, excellent communication skills (mandatory). 
Interview Process- 2-3 technical rounds + HR discussion. 

Job Description:-
Provide Tier 1 technical assistance and support for incoming queries and issues related to the OCR software suite
- Have a deep understanding of how the software works from a logic perspective and what options are available for clients to best utilize to their potential
- Respond to queries through the Help Desk tool or via web-based calls directly with clients
- Walk customers through problem-solving procedures
- Providing excellent customer service to clients
- Support configurations and administration of our enterprise applications for customers
- Identify and log defects reported by clients and root cause analysis
- Ability to analyze database outputs to support client issues and troubleshoot missing information or defects identified from complex queries
- Work closely with the product and development team to communicate information from the client
- Document root cause analysis and issue resolutions to be presented back to clients.
- Interact with Product Managers, Business Analysts & Project Management Team, Software engineers, and clients
- Working on projects independently and as part of a team
- Ability to provide basic training to customers on commonly used functionality.
- Draft knowledge base articles that reflect resolutions from client troubleshooting.
- Preserve and grow your knowledge of help desk procedures, products, and services

Requirements:
- Excellent customer service skills are required
- Ability to communicate effectively verbally and via email
- Inquisitive, analytical and always learning mindset
- Attention to detail
- Strategic thinking with an engineering-minded approach to solving problems
- Working knowledge of risk assessment and mitigation techniques
- Excellent communication and writing skills
- Excellent analytical and problem-solving skills
- Strong multitasking skills
- Organization of projects and initiatives
- Ability to work across teams and functional areas
- Proficient knowledge of Windows-based applications specifically: Word, Excel, Outlook, PowerPoint
- Proficient planning skills, including the ability to organize and prioritize overlapping and potentially conflicting priorities

Key Points:
- Preferred area of study: Information Systems / IT / Business / Communication related field
- Experience using a Help Desk Software Suite
- 2+ years of technical support and/or Help Desk experience is a plus
- Familiar with ITIL methodologies and practices
- knowledge of SQL and or Oracle database principles