Technical Service Desk Executive

1 week ago

Hyderabad, India Infosys BPM Full time

Greetings from Infosys BPM Ltd.,

We are hiring for Technical Service Desk Process at Hyderabad.

Please find the below Job Description for your reference:


Role Designation: Technical Process Executive

Job Location: Hyderabad

Education Qualification: Full-time graduation / Post graduation

Shifts: 24*7 rotational shifts

Experience required: 1 to 2 years.


Roles and Responsibilities:

As a Phone and Chat Agent, you will play a crucial role in providing exceptional customer support to the users. Your primary responsibilities will involve assisting customers via phone, email, and chat, addressing their billing inquiries, and resolving technical issues related to the services and products.


Key Responsibilities:

1. Technical Support:

  • Provide technical assistance to customers via phone, email, or chat.
  • Troubleshoot and resolve technical issues promptly.
  • Assist customers in setting up and configuring device hardware and software.


2. Billing Support:

  • Address billing-related inquiries, including payment processing, refunds, and subscription management.
  • Ensure accurate billing information and resolve any discrepancies.
  • Assist customers with account-related billing concerns.


3. Product and Service Information:

  • Educate customers about the products, services, and features.
  • Provide detailed information on subscription plans, game titles, and additional offerings.
  • Guide users through troubleshooting steps and self-help resources.


4. Documentation and Ticket Management:

  • Create and maintain support tickets for customer interactions.
  • Document all interactions accurately in the CRM system.
  • Ensure timely follow-up and resolution of open tickets.


5. Quality Service Delivery:

  • Deliver high-quality customer service by demonstrating excellent communication skills and technical expertise.
  • Meet or exceed specified service level metrics for response time and issue resolution.
  • Handle both basic and complex inquiries professionally and efficiently.


Qualifications:


Customer-Centric Attitude:

  • Passion for helping customers and resolving their issues.
  • Patience, empathy, and active listening skills


Technical Proficiency:

  • Familiarity with gaming consoles, games, and services.
  • Ability to troubleshoot common technical problems


Communication Skills:

  • Clear and concise verbal and written communication.
  • Ability to explain technical concepts to non-technical users.


Problem-Solving Abilities:

  • Analytical mindset to diagnose and resolve issues effectively.
  • Adaptability to handle diverse customer scenarios.


Team Player:

  • Collaborate with colleagues and cross-functional teams.
  • Willingness to learn and stay updated on console related developments.


Additional Information:

  • This position may involve working in shifts, including evenings and weekends.
  • Training and ongoing support will be provided to ensure your success in the role.
  • If you are passionate about gaming, customer service, and technical problem-solving, we encourage you to apply and join our dynamic support team



Regards,

Infosys BPM Talent Acquisition Team

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