4,051 Process Support jobs in India

Job Description

Make an impact with NTT DATA
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

What you'll be doing

Provide end user support on how to use the application, and guarantee that the documentation is clear enough to ensure user doubts are minimized

· Manage issues and bugs with the required development team

· Manage incremental enhancements, working the required stakeholders to ensure the enhancement adds value to the business, and it’s correctly understood by the technical teams

· Execute functional Quality Assurance tests to ensure the quality of the delivered projects and avoid issues when they are in production

· Participate on bigger projects, helping the Business Analyst managing small pieces of a bigger project

Personal Skills:

· Corporate polyglot: speaks business, speaks IT, can translate between both

· Analytical thinking abilities

· Loves challenges.

Technical Skills:

· ITSM support experience

· Good understanding on linux and windows

· Ability to write functional requirements

· 1 – 2 years of experience acting as ITSM tool support engineer

· Nice to have some knowledge in Agile methodologies

Language Skills:

· Written and spoken English (fluent / native)

Workplace type:

About NTT DATA
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us. Apply today.

• Answer inbound customer calls from international clients.
• Troubleshoot basic technical issues related to software, hardware, applications, or network connectivity.
• Guide customers through step-by-step resolutions over the phone.
• Escalate unresolved issues to the next level of support or specialized team.
• Log customer interactions and resolutions in the CRM/ticketing system.
• Maintain call quality, professionalism, and high customer satisfaction scores.

• Education: Any graduate (Engineering, BCA, BSc IT preferred for tech roles)

Experience:

• Freshers with good communication and basic tech knowledge are welcome
• 1–3 years of experience in international voice or tech support preferred

Technical Skills:

• Basic understanding of OS (Windows/Mac), networking, applications, browsers, etc.
• Ability to perform basic system diagnostics and provide first-level support

Language:

• Excellent English communication skills with a neutral or US/UK accent
• Strong listening and customer handling skills

• Experience with ticketing tools (Zendesk, ServiceNow, Freshdesk, etc.)
• Knowledge of remote desktop tools or helpdesk platforms
• Exposure to ITIL practices or A+ / N+ certifications

About the Company

GEODIS is committed to providing innovative and sustainable logistics solutions that meet the needs of our clients while adhering to our core principles and values.

About the Role

Provide support on TMS to Level 1 (key and super users), in line with operations policies and business needs in order to ensure an optimized utilization of our Operational TMS.

Responsibilities

• Analysis, classification and solving of Incidents of our TMS
• Conduct approval tests on functionality of new versions provided by our software supplier
• Provide TMS application support on global scale
• Identify TMS application training needs
• Coordinate and conduct (refresher-)trainings for TMS system to Key Users
• Work closely with team members, Key Users (Level 1 Support), application specialists (Level 3) and TMS vendor (Level 4) for incident issues
• Document TMS incidents and resolutions and maintain these in a knowledge database
• Support of local country key-users on how to use the TMS
• Create solutions for IT Incidents or monitor progress while escalated to higher level support groups
• Fulfilment of defined standard user service requests
• Participation in acceptance tests on new versions provided by the software supplier
• Conduct trainings for country Key Users on new software versions via online trainings
• Evaluate effectiveness of training and provides feedback on improvement possibilities
• Participate in acceptance tests of new versions of the TMS
• Participate in TMS related projects when requested and develop training material for projects going live
• Identify system optimization opportunities and report to application and process owners
• Management Information Monitor quality of system utilization by users, in line with policies and standards, and initiate corrective and escalate actions if needed to ensure an optimized utilization of our Operational TMS (Next Gen).
• Administer ticket handling records
• Administer, analyse and report testing results to Level 2 Support Manager
• Administer and report training hours conducted and results to Level 2 Support Manager
• Analyse and classification of IT Incidents of our TMS for all enabled countries and Geodis companies
• Maintain of the knowledge database with identified problems and available solutions

Qualifications

• Bachelor working and thinking level
• Business background with 2-3 years' experience in logistics and forwarding or an IT background with 2-3 years' experience in support of logistics systems
• Experience in conducting user Trainings
• Fluent English, in speaking and writing
• Must have in-depth knowledge of the TMS
• CCP certification or Cargowise Certified Specialist is must.

Irregular working hours - 24*7

• Candidate should be flexible and open to work 24*7
• Candidate must be flexible and open to work in night shifts, early morning shifts.
• Also open to support few weekend for Major maintenance activities and application releases.

Equal Opportunity Statement

GEODIS is committed to diversity and inclusivity in the workplace.

About the Company

GEODIS is committed to providing innovative and sustainable logistics solutions that meet the needs of our clients while adhering to our core principles and values.

About the Role

Provide support on TMS to Level 1 (key and super users), in line with operations policies and business needs in order to ensure an optimized utilization of our Operational TMS.

Responsibilities

• Analysis, classification and solving of Incidents of our TMS
• Conduct approval tests on functionality of new versions provided by our software supplier
• Provide TMS application support on global scale
• Identify TMS application training needs
• Coordinate and conduct (refresher-)trainings for TMS system to Key Users
• Work closely with team members, Key Users (Level 1 Support), application specialists (Level 3) and TMS vendor (Level 4) for incident issues
• Document TMS incidents and resolutions and maintain these in a knowledge database
• Support of local country key-users on how to use the TMS
• Create solutions for IT Incidents or monitor progress while escalated to higher level support groups
• Fulfilment of defined standard user service requests
• Participation in acceptance tests on new versions provided by the software supplier
• Conduct trainings for country Key Users on new software versions via online trainings
• Evaluate effectiveness of training and provides feedback on improvement possibilities
• Participate in acceptance tests of new versions of the TMS
• Participate in TMS related projects when requested and develop training material for projects going live
• Identify system optimization opportunities and report to application and process owners
• Management Information Monitor quality of system utilization by users, in line with policies and standards, and initiate corrective and escalate actions if needed to ensure an optimized utilization of our Operational TMS (Next Gen).
• Administer ticket handling records
• Administer, analyse and report testing results to Level 2 Support Manager
• Administer and report training hours conducted and results to Level 2 Support Manager
• Analyse and classification of IT Incidents of our TMS for all enabled countries and Geodis companies
• Maintain of the knowledge database with identified problems and available solutions

Qualifications

• Bachelor working and thinking level
• Business background with 2-3 years' experience in logistics and forwarding or an IT background with 2-3 years' experience in support of logistics systems
• Experience in conducting user Trainings
• Fluent English, in speaking and writing
• Must have in-depth knowledge of the TMS
• CCP certification or Cargowise Certified Specialist is must.

Irregular working hours - 24*7

• Candidate should be flexible and open to work 24*7
• Candidate must be flexible and open to work in night shifts, early morning shifts.
• Also open to support few weekend for Major maintenance activities and application releases.

Equal Opportunity Statement

GEODIS is committed to diversity and inclusivity in the workplace.

About the Company

GEODIS is committed to providing innovative and sustainable logistics solutions that meet the needs of our clients while adhering to our core principles and values.

About the Role

Provide support on TMS to Level 1 (key and super users), in line with operations policies and business needs in order to ensure an optimized utilization of our Operational TMS.

Responsibilities

• Analysis, classification and solving of Incidents of our TMS
• Conduct approval tests on functionality of new versions provided by our software supplier
• Provide TMS application support on global scale
• Identify TMS application training needs
• Coordinate and conduct (refresher-)trainings for TMS system to Key Users
• Work closely with team members, Key Users (Level 1 Support), application specialists (Level 3) and TMS vendor (Level 4) for incident issues
• Document TMS incidents and resolutions and maintain these in a knowledge database
• Support of local country key-users on how to use the TMS
• Create solutions for IT Incidents or monitor progress while escalated to higher level support groups
• Fulfilment of defined standard user service requests
• Participation in acceptance tests on new versions provided by the software supplier
• Conduct trainings for country Key Users on new software versions via online trainings
• Evaluate effectiveness of training and provides feedback on improvement possibilities
• Participate in acceptance tests of new versions of the TMS
• Participate in TMS related projects when requested and develop training material for projects going live
• Identify system optimization opportunities and report to application and process owners
• Management Information Monitor quality of system utilization by users, in line with policies and standards, and initiate corrective and escalate actions if needed to ensure an optimized utilization of our Operational TMS (Next Gen).
• Administer ticket handling records
• Administer, analyse and report testing results to Level 2 Support Manager
• Administer and report training hours conducted and results to Level 2 Support Manager
• Analyse and classification of IT Incidents of our TMS for all enabled countries and Geodis companies
• Maintain of the knowledge database with identified problems and available solutions

Qualifications

• Bachelor working and thinking level
• Business background with 2-3 years' experience in logistics and forwarding or an IT background with 2-3 years' experience in support of logistics systems
• Experience in conducting user Trainings
• Fluent English, in speaking and writing
• Must have in-depth knowledge of the TMS
• CCP certification or Cargowise Certified Specialist is must.

Irregular working hours - 24*7

• Candidate should be flexible and open to work 24*7
• Candidate must be flexible and open to work in night shifts, early morning shifts.
• Also open to support few weekend for Major maintenance activities and application releases.

Equal Opportunity Statement

GEODIS is committed to diversity and inclusivity in the workplace.

About the Company

GEODIS is committed to providing innovative and sustainable logistics solutions that meet the needs of our clients while adhering to our core principles and values.

About the Role

Provide support on TMS to Level 1 (key and super users), in line with operations policies and business needs in order to ensure an optimized utilization of our Operational TMS.

Responsibilities

• Analysis, classification and solving of Incidents of our TMS
• Conduct approval tests on functionality of new versions provided by our software supplier
• Provide TMS application support on global scale
• Identify TMS application training needs
• Coordinate and conduct (refresher-)trainings for TMS system to Key Users
• Work closely with team members, Key Users (Level 1 Support), application specialists (Level 3) and TMS vendor (Level 4) for incident issues
• Document TMS incidents and resolutions and maintain these in a knowledge database
• Support of local country key-users on how to use the TMS
• Create solutions for IT Incidents or monitor progress while escalated to higher level support groups
• Fulfilment of defined standard user service requests
• Participation in acceptance tests on new versions provided by the software supplier
• Conduct trainings for country Key Users on new software versions via online trainings
• Evaluate effectiveness of training and provides feedback on improvement possibilities
• Participate in acceptance tests of new versions of the TMS
• Participate in TMS related projects when requested and develop training material for projects going live
• Identify system optimization opportunities and report to application and process owners
• Management Information Monitor quality of system utilization by users, in line with policies and standards, and initiate corrective and escalate actions if needed to ensure an optimized utilization of our Operational TMS (Next Gen).
• Administer ticket handling records
• Administer, analyse and report testing results to Level 2 Support Manager
• Administer and report training hours conducted and results to Level 2 Support Manager
• Analyse and classification of IT Incidents of our TMS for all enabled countries and Geodis companies
• Maintain of the knowledge database with identified problems and available solutions

Qualifications

• Bachelor working and thinking level
• Business background with 2-3 years' experience in logistics and forwarding or an IT background with 2-3 years' experience in support of logistics systems
• Experience in conducting user Trainings
• Fluent English, in speaking and writing
• Must have in-depth knowledge of the TMS
• CCP certification or Cargowise Certified Specialist is must.

Irregular working hours - 24*7

• Candidate should be flexible and open to work 24*7
• Candidate must be flexible and open to work in night shifts, early morning shifts.
• Also open to support few weekend for Major maintenance activities and application releases.

Equal Opportunity Statement

GEODIS is committed to diversity and inclusivity in the workplace.

We are seeking dynamic individuals for the International Voice/Technical Support Process role at KVC Consultants Ltd. In this position, you will be responsible for providing exceptional customer support and resolving technical issues for our international clientele through both voice calls and chat, ensuring a seamless and positive experience.

Roles and Responsibilities:

• Customer Interaction: Engage with customers over chat and voice to provide support, answer queries, and resolve issues in a professional and courteous manner. Address customer concerns and provide relevant solutions, ensuring satisfaction.
• Issue Resolution: Identify customer problems or concerns and offer timely and effective solutions. Escalate complex issues to higher-level support teams when necessary while ensuring the customer is informed.
• Performance Metrics: Meet or exceed performance metrics such as Average Handling Time (AHT) and Customer Satisfaction (CSAT) . Continuously work towards improving personal and team performance through self-assessment and feedback.
• Handling Difficult Situations: Remain calm and professional when dealing with upset or irate customers, working towards de-escalating conflicts and resolving concerns. Offer empathetic solutions, ensuring a positive customer experience despite challenges.

Skills Requirement:

• Excellent verbal communication skills in English for voice interactions.
• Strong written communication skills in English for chat interactions.
• Strong technical troubleshooting and problem-solving abilities.
• Ability to actively listen, empathize with customers, and de-escalate difficult situations.
• Customer-focused mindset with a commitment to delivering high-quality service.
• Ability to meet and exceed performance metrics.
• Strong interpersonal skills.

QUALIFICATION:

• Bachelor's degree or equivalent practical experience.

Key Responsibilities:

• Provide first-level technical support to international customers via voice calls , addressing their technical queries and issues.
• Diagnose and troubleshoot technical problems related to hardware, software, network connectivity, or specific products/services.
• Guide customers through step-by-step solutions to resolve technical issues effectively and patiently.
• Document all customer interactions, technical issues, troubleshooting steps, and resolutions accurately in the CRM system.
• Escalate complex or unresolved issues to higher-tier technical teams when necessary, ensuring timely follow-up.
• Maintain a high level of customer satisfaction by delivering professional, efficient, and empathetic technical assistance.
• Stay updated with product knowledge and technical changes to provide accurate and relevant support.

Background & Skills:

• Any Graduate or Undergraduate degree.
• Minimum of 6 months of mandatory experience in a technical support role, preferably within an international voice process.
• Excellent English communication skills (verbal) with clarity, fluency, and a professional phone manner.
• Strong technical aptitude and problem-solving skills to diagnose and resolve common technical issues.
• Ability to understand and explain technical concepts to non-technical users.
• Basic understanding of operating systems, common software applications, and network fundamentals.
• Customer-centric approach with strong listening and interpersonal skills.
• Flexibility to work in rotational shifts and offs as per process requirements.