You will be aligned with our Customer Support vertical and help us in managing / resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions.
You will also be responsible for closing the fault and complaints within SLA's.
You will be working as a part of IT Help desk team assisting in application related technical issues. You will be responding to the incidents / issues reported by customer predominantly through voice Interaction and through email,web tickets & remote support.
The Service Desk Voice Support team is responsible for performing day to day operations while maintaining SLAs & solving queries related to disputes while coordinating with customers.
The team reviews service requests based on the predefined scope of support, records, diagnoses, and troubleshoots customer raised incidents.
They also manage unplanned interruptions to restore normal service operations as quickly as possible for voice interactions.
Good to have skills : Customer Service Technology Support,Customer service - Inbound,Active Listening,Computer / Technological Skills
Roles and Responsibilities
In this role you are required to solve routine problems, largely through precedent and referral to general guidelines. Your expected interactions are within your own team and direct supervisor.
You will be provided detailed to moderate level of instruction on daily work tasks and detailed instruction on new assignments.
The decisions that you make would impact your own work. You will be an individual contributor as a part of a team, with a predetermined, focused scope of work.
Please note that this role may require you to work in rotational shifts.