Job
Description
Roles and Responsibilities
Title :: Service Desk Support
Job Role::
- Basic knowledge in Service Desk/ Tech support process / Cloud Computing Process/Voice Support
- Excellent communication skills C1 equivalent proficiency
- Displays excellent customer service skills and capabilities
- Response, diagnosis, resolution and tracking by phone, email, chat and social media of customer support queries.
- Maintain response and resolution speed as defined by SLOs
- Keep high customer satisfaction scores and follow quality standards in 90% of cases.
- Use existing knowledge base to provide a customer facing root cause assessment.
- Provide customer facing bug progress summary using available tools and platforms.
- Handle escalations raised by customers and partners.
- Handle consults from the lower tier to assist in case resolution
- Good presentation and client Interfacing skills
- Ability to identify process improvement ideas, mentor team members on implementing improvement ideas/Six sigma/lean projects
- Confidently communicates current performance and improvement ideas with client
Desired Candidate Profile
Must have: Minimum 1 year of international / Domestic voice calling experience.
Qualification: SD Roles:: Graduate with 15 years of formal education in BCA/BTECH/MCA/BE/MSc/BSC- Computer Science
Shift: Rotational Shift
Perks and Benefits
5 Days working