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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Trainee / Software Engineer – International Technical Support -Minimum 6 ~12 months experience – GrapeCity India Pvt. Ltd, Noida

Posted on December 2, 2008. Filed under: .NET, Freshers | Tags: , , , , , , , , , , , , , , |

GrapeCity India Pvt. Ltd,  Noida  

GrapeCity has been in the software business for over  25 years. Our corporate headquarters are located in Sendai, Japan, with operations spanning throughout the United States and Asia. As a privately held corporation, we are consistently profitable, employing more than 800 employees worldwide.
GrapeCity has been part of the Microsoft Early Adopter Partnership since the early 1980s and we are both a Microsoft Gold Certified Partner and a Preferred Solution Provider. Our close relationship with Microsoft gives us the experience and insight to fully leverage Microsoft’s .NET and Office frameworks in order to create optimal solutions for our clients-solutions that are cutting edge, highly reliable, and maintainable.

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For consideration and/or more information, please send cover letter and resume to .


Trainee / Software Engineer – International  Technical Support

A Trainee/ Software Engineer would be responsible to provide voice and email-based software support on Technical issues to software developers across the world on Microsoft technologies. This individual should be able to understand the developer’s technical problems, recreate the scenarios and provide solutions to help resolve the issues. This individual should be able to interact very closely with the testing and development team in the client organizations and should possess excellent verbal and written communication skills, preferably neutral accent along with good experience in handling international customers.


  • Graduate degree in computers

Technical Skills

  • Good analytical skills.
  • Sound programming logic and concepts in MS technologies (preferably VB 6.0, VB.NET, C#, ASP.NET, SQL Server).


  • Minimum 6 ~12 months experience in an international call center
  • Should have experience in handling US customers on technical issues.

Other Skills

  • Ability to complete assignments under tight deadlines.
  • Excellent communication skills
  • Good Voice & Accent skills.
  • Willing to work at Noida in night shifts (10-12 night shifts a month).
  • Good customer handling skills
  • Age group: 22 ~ 25 years
  • Preferably staying at Noida, East Delhi, Central Delhi and Ghaziabad (those are willing to relocate to these locations can also apply). Candidates staying in Faridabad, Gurgaon will NOT be considered.
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Banking Process -Customer Service Executive (U.Kshift Timings) – Intelenet Global Services, Mumbai

Posted on October 17, 2008. Filed under: Freshers, Mumbai | Tags: , , , |

Intelenet Global Services, Mumbai

Intelenet Global Services is a leading global third party BPO Company that that delivers Business Process Outsourcing (BPO) services to Fortune 500 companies in the UK, USA, Australia and India. Intelenet’s focus is on providing solutions to global organizations seeking to reduce costs while consistently maintaining superior service levels.  

Our solutions extend across all strata of BPO, technology and consulting and can be applied to organizations in industries as diverse as banking & finance, insurance, retail, telecom, information technology, travel and hospitality.

Job Description
Job Title Banking Process -Customer Service Executive (U.Kshift Timings)

Job Description: To effectively and efficiently respond to calls from Customers, reply to their queries and resolve issues, if any, and to ensure the quality of output and accuracy of information is maintained.


Candidate profile: Graduates/undergraduates (Any stream), Excellent communication skills in written and spoken English, Prior Banking or Call Center work experience preferred, Good working knowledge of MS Office, Windows, and Internet, Strong desire and commitment to provide excellent customer service, Strong time management skills.


No. Of Openings: 50


Contact Person: Ritika B


Contact No: 66776000

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