We're driving toward the ultimate victory : a world without the fear of cancer.
Work Location : Magarpatta Pune
Position Summary :
Act as a Service Desk Agent of the Global Service Desk as part of Infrastructure Managed Services. Handling user inquiries through different communication channels, primarily over phone and in self-service tickets.
Willingness to work in all different shifts of a 24x7 support organization.
DUTIES INCLUDE BUT ARE NOT LIMITED TO
Job Summary :
Addresses and resolves basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility.
Uses the appropriate categories for logging incidents and requests.
Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.
Ensures the end-to-end customer experience and provides a single point-of-contact for the customer.
Analyzes and resolves incidents and requests regarding use of application software or hardware.
Logs and tracks incidents and requests from identification through resolution.
Follows up with other support staff (service resources) involved in resolution to ensure incidents are resolved, requests are filled, and the customer communication is complete.
Documents resolutions and updates self-help and staff knowledge base.
Grows general knowledge of current corporate, division, and facility-specific products, increasing ability to resolve requests on first contact.
Adheres to and supports standards, policies, and procedures.
Maintains and protects confidentiality about all aspects of Customers.
Adheres to Code of Conduct and Mission and Value statements.
Performs other duties as assigned.
Handles user inquiries through different communication channels, primarily over phone and in self-service tickets
Willingness to work in all different shifts of a 24x7 support organization
Provide technical assistance on Windows Operating system, Network, Application related issues, co-ordinate with other Technical groups.
Prepares correspondence and reports in Japanese and English as needed.
Translates confidential e-mail and other written documentation from Japanese to English, and English to Japanese as needed.
Interprets in-person and video conference meetings as needed.
Schedules internal and external meetings, including international conference calls and video conferences.
KNOWLEDGE, SKILLS & ABILITIES
Excellent in Verbal and Written communication (Japanese-English).
Excellent communication skills
Demonstrates ability and desire to learn Corporate, Division, and Facility-specific applications, technology, and terminology.
Demonstrated ability to learn customer support processes and techniques.
Strong analytical skills.
Ability to solve problems.
Competency in MS Office Suite.
Customer friendly mindset
Prior experience supporting customers in use of application software.
Competency in Customer Care and Customer Success.
Proficiency in using support software tools.
Strong understanding of Customer Support terminologies.
Bachelor’s degree preferred.
Fresher, Six month - to One year of work experience
We're unleashing the power of technology and human ingenuity to achieve new victories in the fight against cancer. Join us and have a global impact.