Job Description

ZS is a place where passion changes lives. As a management consulting and technology firm focused on transforming global healthcare and beyond, our most valuable asset is our people. Here you\'ll work side-by-side with a powerful collective of thinkers and experts shaping solutions from start to finish. At ZS, we believe that making an impact demands a different approach; and that\'s why here your ideas elevate actions, and here you\'ll have the freedom to define your own path and pursue cutting-edge work. We partner collaboratively with our clients to develop products that create value and deliver company results across critical areas of their business including portfolio strategy, customer insights, research and development, operational and technology transformation, marketing strategy and many more. If you dare to think differently, join us, and find a path where your passion can change lives. 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 messages they are passionate about. Learn more We are currently seeking applicants for Senior Technical Assistance Center Associate position to join our Pune office. Qualified candidates will possess the skills detailed below and relevant work experience. The Senior Technical Assistance Center Associate supports and manages the team, handling 1st level IT support calls from all ZS Offices worldwide and maintaining a user environment consisting of laptops running the standard suite of business applications. This position requires strong work experience and the ability to work independently in each of the following functions: Responsibilities: Manage the TAC daily roles & responsibilities and evaluate performance. Ensure top level end user experience, support is timely and accurate. Set specific user service standards. Contribute to improving user support by actively responding to queries and handling complaints. Establish best practices through the entire TAC support process. Develop daily, weekly, and monthly reports on TAC team\'s productivity. Provide user feedback to the appropriate internal team members as and when needed. Complete some administrative tasks, such as tracking TAC call process, & assisting with organizational efforts. Working in a 24*7 environment. IT team projects as assigned. Proactively report unusual and recurring issues to leadership. Extend user support during office moves, computer conversions during hardware or software failures. Support test of new or upgraded applications. Handle request escalation from multiple sources like email, telephone, voicemail, and face to face. Input requests into problem tracking database and assign Tier 2 group for resolution. Solicit user feedback of services to upgrade service quality. Qualifications: Strong oral and written communication skills. Professional appearance and demeanor, with ability to exercise good judgment and discretion. Engineer with good academic background along with MCP/MCSA or A+ Certifications. A+ certification or Microsoft Certified Systems Administrator. Prior work experience in a similar role is preferred. Experience with handling & managing a team of 10+ members. Ability to work methodically and analytically in a quantitative problem-solving. Strong customer service skills. 5-7 years of relevant experience in customer support. Perks & Benefits: ZS offers a comprehensive total rewards package including health and well-being, financial planning, annual leave, personal growth and professional development. Our robust skills development programs, multiple career progression options and internal mobility paths and collaborative culture empowers you to thrive as an individual and global team member. We are committed to giving our employees a flexible and connected way of working. A flexible and connected ZS allows us to combine work from home and on-site presence at clients/ZS offices for the majority of our week. The magic of ZS culture and innovation thrives in both planned and spontaneous face-to-face connections. Considering applying At ZS, we\'re building a diverse and inclusive company where people bring their passions to inspire life-changing impact in global healthcare and beyond. We are most interested in finding the best candidate for the job and recognize the value that candidates with all backgrounds, including non-traditional ones, bring. If you are interested in joining us, we encourage you to apply even if you don\'t meet 100% of the requirements listed above. ZS is an equal opportunity employer and is committed to providing equal employment and advancement opportunities without regard to any class protected by applicable law. To Complete Your Application: Candidates must possess or be able to obtain work authorization for their intended country of employment. ZS is committed to providing and maintaining a safe workplace. In order to keep its employees safe, ZS recommends that all its employees and contractors be fully vaccinated against COVID-19. Proof of vaccination can be voluntarily provided upon acceptance of offer of employment. NO AGENCY CALLS, PLEASE. Find Out More At: www.zs.com ,

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