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Senior Customer Service Associate

3 months ago

Pune, India Sakon Full time

Designation: Senior Associate- Helpdesk

Experience:3-5 years

Location:Pune

Shift: Rotaional Shift (24*7)

  • We are looking for a Senior Associate-Helpdesk profile to support our SaaS product (Mobility Practice). The Mobility Support Team is a key role in managing the support & operations for platinum & gold enterprises and its partners’ clients throughout the client lifecycle.
  • This is an individual contributor role and candidate will be working closely with Team Manager to support multiple clients to ensure the smooth functioning of ongoing operations and resolution on queries on time.
  • Understand Sakon Mobility application and key functionalities required for regular functioning & operations.
  • Work closely with the Ops team & cross-functional teams to serve client requirements as per agreed quality and delivery SLAs (as individual contributor).
  • Ability to work with Patience, kindness and understanding as few groups of users may not have used a mobile device or computer before.
  • Ability to quickly learn how to troubleshoot devices and laptops with only pictures and step by step instructions.
  • No devices at hand will be available to learn about the device and it’s settings.
  • Identification, prioritization and resolution of reported problems through various mediums (platform, emails, calls, chats) and responsible for the closure of request with the specified SLA.
  • Working closely with the international telecom carriers/ service providers to act the requests and incidents raised by customers.


Activities include:


  • Review deliverables of support team members and provide the required support and guidance to ensure timely deliverables to client.
  • Communicates escalations / issues to Managers and Ops team in a timely manner, ensuring that all communications are professional and accurate
  • Act as a single point of contact for managing the communications with the client.
  • Candidate should be willing to work in Evening, Night and weekend Shift.
  • Additonal Languages in additonal to English such as Spanish, Portuguese, French, German, Polish are encouraged to apply.