Avhan Support Department

Avhan has customers in different locations across India, UK, Africa, Philippines, GCC and SE Asia.

Avhan Support department is responsible to ensure highest (99.999%) uptime availability of Avhan products / platforms in business operations. Some of the activities involved are: Implementation of new sites / cloud instances, uploading patches / updates on existing production sites, Incident handling and resolution, guidance to customers in case of any technical queries.

Avhan has support partners across different geographies to deliver P3 and P4 issues as well as basic implementations, Avhan support team is essentially involved in delivering P1 and P2 level support to customers.

Avhan Support team also has to develop implementation guidelines, change management / upgradation guidelines as well as trouble shoot content for Support partners as well as customers.

Avhan Support team operates an advanced helpdesk operation for customer and employee access to ensure excellent support on 24 x 7 basis to all Avhan customers. Avhan Support operations are performed via remote connectivity through Avhan Support Exchange. Avhan support Helpdesk is integrated with Jodo Planning for creating next level of Industry standards and practices in remote support delivery

Avhan Support team is committed to create new industry standards in software support and value creation for Avhan customers

Job Role / Responsibilities

Avhan have installed private cloud instances for many customers globally. Our Private cloud instance showcases cutting edge technologies and advancements in terms of communication and contact center technologies. This position has to ensure

1. Ensure uptime of platforms – Trouble shoot issues raised through helpdesk – Ensure resolution within SLA
2. Maintain & monitor SLA and follow escalation process in case of SLA violation
3. Maintain constant and comprehensive reporting and updation with clients
4. Regular follow up on all escalated issues until resolution from respective stakeholders

Handle customer relations in a professional manner, Ensure Client satisfaction in terms of tech support and well as business support.

Additional Job Details

Avhan supports clients business operations across different global locations and you may be required to work in shifts

Educational Qualifications and Experience

1 to 2 year of experience in customer / application / helpdesk support

Essential Skills

• Excellent communication skill (Oral/written)
• Knowledge about computers, networks, databases, web servers
• Should have experience in software incident support
• Highly Process Oriented
• Follow escalation matrix to ensue SLA delivery
• Self-motivated individual
• Relevant exposure to any of following verticals: Cloud Management at Banking & Finance, Insurance, e-commerce, BPO Industry

Desirable Skills

• Knowledge about cloud environments such as AWS, Azure, Google Cloud
• Knowledge about communication technologies such as Cloud Telephony, IVR, ACD, Dialer, Recorder
• Hands on experience on Linux