Job Summary You will be responsible for providing helpdesk support for business users and be the single point of contact between the technical support teams and the customers. You will ensure proper and timebound closure of issues and service requests through troubleshooting and escalations. Job Objectives
Enhance and improve customer experience by effectively and timely resolving customer complaints, queries, understand the customers' needs and provid appropriate solutions to ensure customer satisfaction.
Troubleshoot technical problems faced by business users and escalating complex issues to the technical support teams for resolution.
Effectively communicating customer concerns, requirements, and feedback to the support teams
Job Responsibilities Customer & Technical Support
Provide round-the-clock communication and support to customers through various channels: Phone Call, Email, Chat, SMS, Monitoring alerts
Respond to customer issues / queries efficiently & accurately and accordingly close service requests with first line support or escalate to concerned team depending on the service request/issue
Perform remote troubleshooting as a first level through diagnostic techniques
Provide accurate information on IT products and services
Issues Monitoring
Track and follow up with technical teams till the issue is resolved and service request is closed
Handle communication with stakeholders and provide regular updates for reported issues
Manage Incidents, Problems, Change and Service Requests
Share any feedback or suggestions from the customers with the appropriate internal team
Monitor the alerts raised by Monitoring tool and escalate to next level for recovery
Monitor adherence to the service level agreements and take appropriate measures if there is a delay in meeting the SLA timelines
Documentation & Reports
Prepare reports – monthly reports, incident reports and custom reports and ad hoc reports by collecting data from system and share it with the Team Leader/Management
Create and log issues and their resolution in the centralized Customer Service Portal
Categorize reported issues with correct impact and urgency as per best ITIL practices
Job Requirements Educational Qualification
Bachelor's Degree in Information Systems / Computer Science / Programming Diploma or related majors
Licenses & Certifications
ITIL Foundation Certification and knowledge about ITIL Methodologies, preferred
Previous Work Experience
Fresh Graduate/ 0 to 3 years of experience in customer service
Prior experience in IT Service Management Ticketing tools and process is preferable.
Work Requirement Should have the flexibility to work in shift system (Weekends / holidays) as per shift roster and provide 24X7 availability and cover for team members to fill support gaps. Skills and Abilities
Customer-oriented, with ability to manage difficult customers
Have a positive, empathetic and professional attitude toward customers
Efficient, enthusiastic and detail oriented with problem solving ability
Ability to build strong working relationship with clients and internal team members
Ability to set reasonable and attainable deadlines for resolution and follow up and ensure closure.
Good understanding of computer systems, mobile devices and other technology products
