Technical Support

Call Center Shift Lead – 6 Years Experience in Technical Support – PharmaNet, Mumbai

Posted on December 24, 2008. Filed under: Technical Support | Tags: , , , , , |


PharmaNet, a global, drug development services company, provides a comprehensive range of services to the pharmaceutical, biotechnology, generic drug, and medical device industries. PharmaNet offers clinical-development solutions including consulting services, Phase I clinical studies, bioequivalency and pharmacodynamic studies, bioanalytical analyses, and Phase II, III, and IV clinical development programs. In addition, PharmaNet offers technology tools for managing clinical trial data.

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Job Details

Requisition Number 352
Post Date 12/3/2008
Title Call Center Shift Lead
City Mumbai
Country India

·          Serve as the primary point of contact for all Pharmanet home office based employees and external clients via phone and email incidents/requests

·          Provide outstanding customer service through consistent follow through on all open issues/requests, open communications with the team and excellent documentation within the ticketing system

·          Oversee activity of shift call center staff

·          Receive all calls, e-mails on IT incidents or requests

·          Record all Incidents and requests

·          Search and contribute for solutions in knowledgebase

·          Update clients and IT units on progress of service/support requests

·          Escalate issues to more Team Lead personnel to ensure customer satisfaction on unresolved issues

·          Provide technical support for PC related hardware and software

·          Work with clients via phone, email, and web to provide guidance, informal training, and assistance with applications and/or hardware

·          Assist users with account questions, password resets, etc.

·          Monitor ticket queues for stale tickets

·          Monitor Infrastructure Dashboards for anomalies and escalate as appropriate

·          Resolve, de-escalate, or further escalate within the required client Service Level Agreements Coordinate issue resolution efforts with other departments to ensure timely and efficient resolutions are met and customer satisfaction is upheld

·          Maintain proper tracking of problem resolution for reference and management reporting 

·          Participate in the creation of Knowledgebase data

·          Review system metrics and help identify performance tuning needs

·          Continually increase Subject Matter knowledge on all core systems


·          Associate’s Degree or equivalent degree/certification required; in lieu of degree, six years (total) relevant experience may be considered

·          Three years experience in a technology support roll

·          One year of experience in a senior or lead role within support

·          Solid understanding of PC based hardware (desktops/laptops), Microsoft Windows 2000/XP, Microsoft Office XP/2003, and remote access (i.e. VPN), network/local printers, network connectivity

·          Excellent troubleshooting skills with ability to create solutions based on heuristic identification

·          Exceptional customer service skills

·          Professional certifications (A+, MCP, MCDST etc) are preferred

·          Experience with HP or CA ticketing systems is preferred

·          Excellent verbal and written communications

·          Sound analytical, organizational and planning skills and the ability to achieve multiple team and customer objectives independently and in a deadline-sensitive fashion

·          Flexibility in working other shifts if needed

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Technical Support Executives, 6 months to 2 years experience,walk-in, April 14th, Bangalore

Posted on April 10, 2007. Filed under: Bangalore, BPO, Technical Support, Walk-in |

Greynium is a leading Information Technology services firm located in Bangalore, India. We have been providing world-class Application Development and Web Solutions to a progressive list of Clients, including some of the Fortune 2000 companies.

Our in-depth knowledge on various Industry domains and expertise in diverse technology platforms has enabled us to deliver quality solutions with unmatched efficiency. Through our state-of-the-art delivery center in Bangalore, we provide clients the full spectrum of Technology solutions – from web solutions that harness the power of Internet technology to Enterprise applications that gets you the competitive edge; we deliver reliable and cost-effective services to create value to our clients.
We are currently looking for Technical Support Executives for our BPO Division called Mailer Mailer (

With this regard, we are having a Walk-in on April 14, 2007 b/w 10:00 am – 1 :30 pm the venue being

Greynium Information Technologies Pvt Ltd.
4th Floor, Shanthishree Complex,
17/1, Rupena Agrahara,
Hosur Road,
Bangalore – 95
Land Mark – Silk Board Fly Over

Please find below the job Specifications:

Company – Greynium Information Technologies Pvt Ltd.
Designation – Technical Support Executive (Email Support)
Job Location – Bangalore
Work Experience – 0.6 – 2 yrs

Job Profile-


Respond to incoming emails and live chat requests from U.S. customers looking for information and troubleshooting help
in using client”s software.
Our client provides an enjoyable work environment and places a lot of value on the professional growth of team members.

Required Skills:
This is a technical job requiring solid analytical and reasoning skills to diagnose technical issues. Therefore, a
background in a technical discipline is preferred, though not required if a candidate has proven technical support

Excellent verbal and written English communication skills, including pleasing phone voice and demeanor as well as solid
listening skills are essential. Candidate must also be able to work independently with little supervision and know general computer skills (MS-Office) and understanding of email communications use in business.

Candidate should be a self-starter who takes initiative to achieve the “big picture” goal and not just perform a task.

Ideal candidates will demonstrate strong initiative, resourcefulness and a passion for providing superior service
with proven customer service, communication and technical skills. Diplomacy, composure, good judgment, the ability to
quickly adapt to changing circumstances and the ability to quickly build rapport customers are required. Candidates
must be able to work effectively with entry-level through executive-level customers, many of whom are not very
computer savvy.

Typing skills of 30 wpm minimum.

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