Qualifications
- Non-Engineering Graduate (Sciences, BSC- IT, BCA e.tc.,) (Tier 3 or non-tiered)
- 6-18 months of prior work experience (preferably in service desk)
Technical Skills: Basic understanding of Microsoft Office applications (Outlook, Excel, Word, PowerPoint)..
Soft Skills:
- Basic troubleshooting skills to diagnose and resolve/address customer issues/requests
- Posseses required communications skills both verbal and written.
- Work hour flexibility
- Agility and positive attitude for learning
- Team player with mindset to share knowledge, maintain transparency and grow together with team.
- Agility for quick learning
- Problem-solving skills
- Analytical skills
- Work hour flexibility
Roles & Responsibilities:
- Entry level role with min of 6 month to 1 year of experience.
- Respond to customer inquiries through multiple channels – Phone, chat and web tickets.(calls, webforms, emails, chats and voicemails).
- Developing a higher level of accuracy and speed in task completion, demonstrating the ability to efficiently process transactions, showing proficiency in client service
- Communicate (verbal and written) with customers from different countries and cultures (Americas, EMEA, APAC)
- Recording, diagnosing, troubleshooting, resolving incidents and service requests based on a defined scope of support.
- Strive to achieve client satisfaction while maintaining technical accuracy and efficiency with adherence to contact quality guidelines.
- Stay up to date with outage, knowledge update alerts that are communicated on a need basis.
- Responsible to resolve assigned incident/problems, displaying clear understanding of SLA and Incident lifecycle.
- Reporting and updating supervisors for daily progress and guidance on assignments and concerns.
- Demonstrate flexibility in working in different shifts (24×7 operations).
- Developing a high level of accuracy and speed in task completion, demonstrating the ability to efficiently process transactions, showing proficiency in client service
Job Overview:
Executive – Service Desk will be primarily responsible for performing L1 Service Desk activities such as Respond to customer inquiries, communicate with Customers, address customer issues.
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