All ITpreneureans are expected to work in alignment with the ITpreneurs’ Core Values:
Innovate: Innovate at both a larger, macro level, as well at smaller levels – in transactions, as well as output - Innovation is our key differentiator in the market.
Collaborate: Work together as a team, internally and externally
Communicate: Communicate clearly, consistently, and directly – both internally and externally
Raise the bar: On innovation, quality, reusability, use of repeatable best practices, and AGILITY
Responsibilities:
Willing to work in 24/7 environment
Single point of client contact for all day-to-day operational issues. Managing client relationships and ensuring customer satisfaction by minimizing interruptions to Service Delivery
To attend and respond to customers' queries relating to ITpreneurs e-learning products (usually e-mails and sometimes over the phone). Provide 1st level support to partners and customers.
To co-ordinate with various teams (Technical, Product Development) to get the problem resolved to the satisfaction of the customer.
Ability to handle escalations
Participate actively in new product releases and ensuring there release on partner portals.
Taking full ownership of Service Desk function.
Responsible for generating and presenting monthly/quarterly Customer Reports (i.e. registration reports, course progress reports license usage reports), Outage Reports.
Analyzing impact of incidents and change requests making sure to meet the SLA and managing/escalating possible breaches.
Ensure self and team timelines are met
Skills and Expertise:
Preferred ITIL knowledge - foundation certified is preferred
Knowledge of LMS preferred
Excellent organizational and interpersonal skills
Strong coordination capability
Ability to multi-task
Ability to identify areas of integration with other functions
Proven ability to interact with all levels of the organization
Demonstrated problem-solving and crisis management skills
Ability to work as an effective member of a team
Excellent verbal and written communication skills
Attitude and Aptitude:
Desire to take ownership of quality delivery
A “get-things-done” approach to work
Can apply sound judgment regarding the need and timing of appropriate escalation to ensure deliverables are met in as per time and budget
Enjoy working with “people”
Eager to work with different cultures across the globe and sensitive to cultural differences
Self-motivated to drive projects to completion
Education and Experience:
Bachelor’s Degree
2 - 5 years’ experience
What would determine success in this position?
To perform this job successfully, an individual must be able to perform each duty satisfactorily and independently, and sustain such performance indefinitely, such that projects are delivered effectively in order to meet product delivery targets for our partners.
Service Delivery Executive
